Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer had issues with their warranty and with our customer service group We have confirmed that the warranties in question are both activeWe are following up with the proper department at SquareTrade to make sure the warranties remain active and payments are made We are addressing the issue with not having enough specialists to answer the phonesWe are hiring more specialists to that the wait time to answer the phone is being reduced We have spoken with the consumer and have addressed these issues Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from "***" yesterday and he assured me that he is looking into everything and will get the billing issue taken care ofHe indicated that I would hear from him within the next weeksI marked this response "no" because everything has not been completely resolved yet [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes" Final Consumer Response / [redacted] (4200, 14, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by "***" that I would be hearing back from him with a resolution and that has NOT happenedI am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forwardMake sure the billing for my account and my wife's account is accurate! Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a paymentGet the information in YOUR system fixed so that it pulls the money ON TIME every monthWe I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anythingNow, with the frustration, claims that have not been followed through on etcI think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED! Final Business Response / [redacted] (4000, 18, 2015/09/11) */ Hi ***, We have confirmed that the current billing cycle was complete and both warranties are current and activeThe consumer should have no issues when filing a claim
Complaint: [redacted] I am rejecting this response because: I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do That I should contact [redacted] The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account they did not contact Squaretrade about any issues with the warranty or device until after their coverage ended Due to the consumer not contacting SquareTrade during their warranty coverage term we are not able to provide service to the consumer's device
We apologize for the service delays the consumer experiencedWe initially approved the consumer for a repair, but when this option choose to not be sufficient we migrated to offering the consumer a replacement televisionIf the consumer is dissatisfied with the replacement offer we would request that he replies to our offer email so we can proceed with the next steps in the claim processDue the inconvenience experienced, we have also refunded half of the warranty's purchasing price We appreciate the consumer's patience, and whenever we receive a reply on our replacement offer email we will further assist
We are sorry for any issues the consumer had registering their deviceGenerally, when an item and warranty is purchased from [redacted] we are able to locate the consumer's account with their [redacted] membership number In some cases, there are issues with the information sent over and we require the proof of purchase of the device and warranty so our back office team can have it recreated in our systemAt this time the consumer's warranty is has been registered and can be located using the consumer's name, email address, or phone number
Complaint: [redacted] I am rejecting this response because: I believe that should have honored the warranty because they took my money which made me believe it was under warranty Their accounting people should have matched the money up with the product They should have known they had an overage I will never buy another warranty from this company again Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had issue with their phone We don't know why there was a delay in the shipmentThe tracking number shows that it was shipped on 7/after the claim was refiledAs of today the unit has been repaired and returned to the consumer
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 confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cashWe apologize if this has caused any inconvenienceWe recommend that the consumer deposit the check and then withdraw the amount from their banking instituteWe have noted the concern and will be taking this under advisement
The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price The consumer has been reimbursed their actual item price
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repairIn this case the unit was unable to be repaired by the local shopIn cases like that we do not reimburse for diagnostics that do not result in a repairWhen the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the deviceSometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics We have contacted the consumer to make them aware of the payout and reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with their phone When we have the inventory we do send a replacement phoneAt the time of the claim we did not have the phones in inventoryThere were delays with the system that made it look like the consumer did not send the proof of purchase, but they hadWe are also addressing the issue we have with our calls not being taken by our specialistWe are in the process of hiring additional specialist and opening a second call center in the U.S The consumer did have their phone repaired locally and we are reimbursing the consumer for the repair costDue to the delays in service we waived the deductibleThey should be reimbursed by the end of this week
We apologize for any difficulty experienced in this claim Whenever Squaretrade repairs a consumer's item via a mail in repair we also offer a day rework period, wherein we will address any issues with the previous repair without effecting the consumer's warranty valueDue to this item still experiencing issues after the first repair we have refunded the consumer's warranty purchasing price in full, but at this time we would request the consumer contacts us to file a rework claimWe understand the consumer would prefer a different resolution in terms of repair, but at this time a mail in repair is the only option we have available to service this item
We are sorry for any confusion experienced during the claim processWhen Squaretrade processes replacements, we advised our consumer to contact us within days of delivery (in case of any damage from transit or defects)Anytime after the days, we are unable to return or reimburse for any issuesAccording to our records, the consumer had emailed in advising of a damaged in transit TVWe have processed a full reimbursement for the TV set, a check was sent on [redacted] and will take approximately 7-days to arrive.We apologize for any inconvenience and appreciate the consumer's patience as we resolve this matter
The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & ConditionsWe will make an exception to reimburse for the full repair of amount but the $will be deducted from the remaining amount of the warrantyThe consumer can expect to receive the reimbursement in 7-business days
We are sorry for any issues the consumer had with their device.Any purchase of a new carrier linked cellular device is eligible for coverage through SquareTrade direct After reviewing the consumer's account we will be reinstating the warranty and resolving the issue with their device
Complaint: [redacted] I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with ***, because that was the selling point for me The price was cheaper than my carrier and the deductible was far less However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones I am currently on sick leave from my job, I had to go to ***, get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade Then go to ***, where then I discovered that I also had to purchase the packaging to overnight the phone SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to *** I purchase the packaging at ***, because I was just tire of running aroundTo have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone Also not to debit credit card, when the claim has not been approvedI observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their unitUnfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointmentThe consumer can move forward with another repair through SquareTrade or use a local technician and we will reimburse them for the repairThe consumer has been contacted by a Resolution team member to resolve their complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never cameI will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed
Complaint: [redacted] I am rejecting this response because: A copy Of the receipt showing the purchased policy was provided to the company and rejectedAdditionally, it does not make sense how I can be billed for a warranty they cannot locate AFTER I called them to file a claimIt is not my responsibility as the consumer to help them locate a warranty that I purchased outright, especially if my proof of purchase does not suffice Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer had issues with their warranty and with our customer service group We have confirmed that the warranties in question are both activeWe are following up with the proper department at SquareTrade to make sure the warranties remain active and payments are made We are addressing the issue with not having enough specialists to answer the phonesWe are hiring more specialists to that the wait time to answer the phone is being reduced We have spoken with the consumer and have addressed these issues Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from "***" yesterday and he assured me that he is looking into everything and will get the billing issue taken care ofHe indicated that I would hear from him within the next weeksI marked this response "no" because everything has not been completely resolved yet [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes" Final Consumer Response / [redacted] (4200, 14, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by "***" that I would be hearing back from him with a resolution and that has NOT happenedI am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forwardMake sure the billing for my account and my wife's account is accurate! Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a paymentGet the information in YOUR system fixed so that it pulls the money ON TIME every monthWe I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anythingNow, with the frustration, claims that have not been followed through on etcI think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED! Final Business Response / [redacted] (4000, 18, 2015/09/11) */ Hi ***, We have confirmed that the current billing cycle was complete and both warranties are current and activeThe consumer should have no issues when filing a claim
Complaint: [redacted] I am rejecting this response because: I got two voicemails from them stating that it's [redacted] fault and that there is nothing more for them to do That I should contact [redacted] The messages did not say to contact them - they were just bossy arguments how their responsibility has been completed and basically to not contact them again Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account they did not contact Squaretrade about any issues with the warranty or device until after their coverage ended Due to the consumer not contacting SquareTrade during their warranty coverage term we are not able to provide service to the consumer's device
We apologize for the service delays the consumer experiencedWe initially approved the consumer for a repair, but when this option choose to not be sufficient we migrated to offering the consumer a replacement televisionIf the consumer is dissatisfied with the replacement offer we would request that he replies to our offer email so we can proceed with the next steps in the claim processDue the inconvenience experienced, we have also refunded half of the warranty's purchasing price We appreciate the consumer's patience, and whenever we receive a reply on our replacement offer email we will further assist
We have spoke with the consumer and the issue reported has been resolved
We are sorry for any issues the consumer had registering their deviceGenerally, when an item and warranty is purchased from [redacted] we are able to locate the consumer's account with their [redacted] membership number In some cases, there are issues with the information sent over and we require the proof of purchase of the device and warranty so our back office team can have it recreated in our systemAt this time the consumer's warranty is has been registered and can be located using the consumer's name, email address, or phone number
Complaint: [redacted] I am rejecting this response because: I believe that should have honored the warranty because they took my money which made me believe it was under warranty Their accounting people should have matched the money up with the product They should have known they had an overage I will never buy another warranty from this company again Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had issue with their phone We don't know why there was a delay in the shipmentThe tracking number shows that it was shipped on 7/after the claim was refiledAs of today the unit has been repaired and returned to the consumer
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 confusion experienced during the claim process.Squaretrade only provides checks for deposit, not to cashWe apologize if this has caused any inconvenienceWe recommend that the consumer deposit the check and then withdraw the amount from their banking instituteWe have noted the concern and will be taking this under advisement
The consumers warranty contract states "Your item is covered for up to its full replacement cost, excluding tax & shipping." A system generated email was sent to the displaying the wrong reimbursement price The consumer has been reimbursed their actual item price
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device We always allow the option to the consumer of trying to do a repair locally and send us the receipt for the repairIn this case the unit was unable to be repaired by the local shopIn cases like that we do not reimburse for diagnostics that do not result in a repairWhen the local repair shop deems the unit unable to be repaired we ask that the consumer send the unit to our repair facility so that we can evaluate the deviceSometimes we are able to have it repaired whereas a local shop does not have the resources that our repair depot has We are addressing the issue of consumer not getting contacted on the correct number we are reviewing our training and making sure our specialist put in proper notes Due to the poor response the consumer experienced and not having been given the correct information we are paying out the consumer and reimbursing them for the diagnostics We have contacted the consumer to make them aware of the payout and reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are sorry the consumer had an issue with their phone When we have the inventory we do send a replacement phoneAt the time of the claim we did not have the phones in inventoryThere were delays with the system that made it look like the consumer did not send the proof of purchase, but they hadWe are also addressing the issue we have with our calls not being taken by our specialistWe are in the process of hiring additional specialist and opening a second call center in the U.S The consumer did have their phone repaired locally and we are reimbursing the consumer for the repair costDue to the delays in service we waived the deductibleThey should be reimbursed by the end of this week
We apologize for any difficulty experienced in this claim Whenever Squaretrade repairs a consumer's item via a mail in repair we also offer a day rework period, wherein we will address any issues with the previous repair without effecting the consumer's warranty valueDue to this item still experiencing issues after the first repair we have refunded the consumer's warranty purchasing price in full, but at this time we would request the consumer contacts us to file a rework claimWe understand the consumer would prefer a different resolution in terms of repair, but at this time a mail in repair is the only option we have available to service this item
We are sorry for any confusion experienced during the claim processWhen Squaretrade processes replacements, we advised our consumer to contact us within days of delivery (in case of any damage from transit or defects)Anytime after the days, we are unable to return or reimburse for any issuesAccording to our records, the consumer had emailed in advising of a damaged in transit TVWe have processed a full reimbursement for the TV set, a check was sent on [redacted] and will take approximately 7-days to arrive.We apologize for any inconvenience and appreciate the consumer's patience as we resolve this matter
The consumer is responsible for having a clear understanding of their purchase & by making the purchase of the warranty the consumer agrees to the Terms & ConditionsWe will make an exception to reimburse for the full repair of amount but the $will be deducted from the remaining amount of the warrantyThe consumer can expect to receive the reimbursement in 7-business days
We are sorry for any issues the consumer had with their device.Any purchase of a new carrier linked cellular device is eligible for coverage through SquareTrade direct After reviewing the consumer's account we will be reinstating the warranty and resolving the issue with their device
Complaint: [redacted] I am rejecting this response because: At the time of purchasing plan, I submitted documentation showing that the phones was currently covered with ***, because that was the selling point for me The price was cheaper than my carrier and the deductible was far less However, when I went to use the plan, I had to resubmit documentation showing I had insurance on the phones I am currently on sick leave from my job, I had to go to ***, get a copy of the bill showing where the insurance was canceled after purchasing SquareTrade Then go to ***, where then I discovered that I also had to purchase the packaging to overnight the phone SquareTrade if requiring the same documentation when submitting a claim, that is required to start the plan, the consumer should have been notified, then I would have scanned the documentation into my computer files If I had known that packaging wasn't covered in the overnight payment that is paid by SquareTrade, I would have packaged the phone in packaging the phone was purchased in and wrapped it myself before going to *** I purchase the packaging at ***, because I was just tire of running aroundTo have to do this unnecessary running around, especially being sick, when all information could have been given at the time of purchase Also when filing the claim SquareTrade could have informed the consumer that it would be their responsibility to ensure proper packaging of the phone for overnight shipping The selling point of SquareTrade is good in showing the difference of have their insurance versus the carrier, but they should also informed the consumer, that if submitting claim, documentation would have to resubmitted and packaging is not covered in their overnight process of mailing the phone Also not to debit credit card, when the claim has not been approvedI observed while submitting the claim, my deductible was charged to my credit card the same day; however I did not have an approved claim until two days later Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their unitUnfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointmentThe consumer can move forward with another repair through SquareTrade or use a local technician and we will reimburse them for the repairThe consumer has been contacted by a Resolution team member to resolve their complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never cameI will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed
Complaint: [redacted] I am rejecting this response because: A copy Of the receipt showing the purchased policy was provided to the company and rejectedAdditionally, it does not make sense how I can be billed for a warranty they cannot locate AFTER I called them to file a claimIt is not my responsibility as the consumer to help them locate a warranty that I purchased outright, especially if my proof of purchase does not suffice Sincerely, [redacted]