Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warrantyWe have also provided an additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution
We are sorry for any issue the consumer experienced with their device According to our records, the consumers address shows to be an undeliverable address by USPSWe requested an alternative address and the consumer responded and provided a business addressWe do apologize for the delays as we had failed to acknowledge the email responseWe will be reissuing the check to the corrected addressWe will ensure to keep the consumer up to date as we resolve this concern
Complaint: [redacted] I am rejecting this response because: instill have not received my checkMy parents live at the other address that square trade has on file and the other help that they "supposedly" sent did not come to that address eitherWhere is my check?Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ We are sorry the consumer had an issue with their computer Under the Terms and Conditions of the warranty that the consumer purchased they do not have coverage for any accidentsThe consumer admitted that the unit is bent, therefore based on the Terms and Conditions we would not be able to take a claimIf the customer was to have the issue of the unit being bent repaired and documentation provided that it was repaired then we would be normally be able to take a claim, however the warranty has reached its limit of liability based on the prior repair There are a number of steps taken to have a unit repairedThe unit will be looked at, cleaned and tested, no matter what the issueThis is part of the repair procedureTaking a closer look at the prior repair we can see that, based on the cost of the repair, the device should not have been repaired, it should have been salvaged for the price of the itemBased on that we will make an unusual exception and approve a claim to have the unit repaired locally and reimburse the consumer the cost of repair We have emailed the consumer our offer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to [redacted] at Squaretrade and explained to him that the unit was bent well after (as their records showed) the problem occurred He proposed a compromise solution in terms of reimbursement that I acceptedI appreciated the fact that it's a tough situation for them and they were really trying, so I was willing to meet in the middle He warned me that it would take - weeks to receive the check, and that I was to call him directly if there was a problemI have not received the check, yet, but it hasn't been that long since I spoke to him Once I receive the check, I will be satisfied with the resolution Thank you for your help Final Business Response / [redacted] (4000, 10, 2015/08/31) */ We have processed the payment and the consumer should see the check by 9/ Final Consumer Response / [redacted] (2000, 12, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is not perfect, but is good enough as I described in my last entryIt's a decent compromise
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's check has been processedWe ask that the consumer allow 7-business day to receive it Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I await for the check Thank youOnce received I will close complaint accordingly [redacted] Holidays! Final Business Response / [redacted] (4000, 9, 2016/01/14) */ Our records indicate the consumer's check should have been receivedWe have left a message for the consumer to confirm delivery of the check Final Consumer Response / [redacted] (2000, 11, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be takenSince the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a shipping label has been sent to the consumers email along with instructions on how to prepare their device
Complaint: [redacted] I disagree with their assessment and have notes from talking to three separate managers that that is not protocol That said, I will wait to reject/accept their response because I got a phone call from Square Trade last night, after writing to the CEO, indicating they were finally releasing my check I will 'accept' this response after I have received and cashed my check They told me they were paying me three times before and nothing has shown up Until then, I want to keep my claim open.Sincerely, [redacted]
Squaretrade appreciates the consumer's patience while this was investigated and apologizes for the trouble experienced with this repair.When this repair process exceeded our guarantee, we went ahead and processed a full refund to the consumer for the price of the warrantyWe have also provided an additional check to compensate for a camera rental, and have agreed to provide the consumer a second check to extend his camera rental As of our most recent update, we agreed to a compromise with the consumer that if the repair is not completed by a specific date and we would move the item to a separate resolution
We are sorry for any issue the consumer experienced with their device According to our records, the consumers address shows to be an undeliverable address by USPSWe requested an alternative address and the consumer responded and provided a business addressWe do apologize for the delays as we had failed to acknowledge the email responseWe will be reissuing the check to the corrected addressWe will ensure to keep the consumer up to date as we resolve this concern
Complaint: [redacted] I am rejecting this response because: instill have not received my checkMy parents live at the other address that square trade has on file and the other help that they "supposedly" sent did not come to that address eitherWhere is my check?Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ We are sorry the consumer had an issue with their computer Under the Terms and Conditions of the warranty that the consumer purchased they do not have coverage for any accidentsThe consumer admitted that the unit is bent, therefore based on the Terms and Conditions we would not be able to take a claimIf the customer was to have the issue of the unit being bent repaired and documentation provided that it was repaired then we would be normally be able to take a claim, however the warranty has reached its limit of liability based on the prior repair There are a number of steps taken to have a unit repairedThe unit will be looked at, cleaned and tested, no matter what the issueThis is part of the repair procedureTaking a closer look at the prior repair we can see that, based on the cost of the repair, the device should not have been repaired, it should have been salvaged for the price of the itemBased on that we will make an unusual exception and approve a claim to have the unit repaired locally and reimburse the consumer the cost of repair We have emailed the consumer our offer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to [redacted] at Squaretrade and explained to him that the unit was bent well after (as their records showed) the problem occurred He proposed a compromise solution in terms of reimbursement that I acceptedI appreciated the fact that it's a tough situation for them and they were really trying, so I was willing to meet in the middle He warned me that it would take - weeks to receive the check, and that I was to call him directly if there was a problemI have not received the check, yet, but it hasn't been that long since I spoke to him Once I receive the check, I will be satisfied with the resolution Thank you for your help Final Business Response / [redacted] (4000, 10, 2015/08/31) */ We have processed the payment and the consumer should see the check by 9/ Final Consumer Response / [redacted] (2000, 12, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is not perfect, but is good enough as I described in my last entryIt's a decent compromise
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's check has been processedWe ask that the consumer allow 7-business day to receive it Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I await for the check Thank youOnce received I will close complaint accordingly [redacted] Holidays! Final Business Response / [redacted] (4000, 9, 2016/01/14) */ Our records indicate the consumer's check should have been receivedWe have left a message for the consumer to confirm delivery of the check Final Consumer Response / [redacted] (2000, 11, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry for any delays experienced during the claim process.SquareTrade requires our specialist to attempt troubleshooting first before any action can be takenSince the troubleshooting has not remedied the issue we have processed a claim for the consumer to repair the unit and a shipping label has been sent to the consumers email along with instructions on how to prepare their device
Complaint: [redacted] I disagree with their assessment and have notes from talking to three separate managers that that is not protocol That said, I will wait to reject/accept their response because I got a phone call from Square Trade last night, after writing to the CEO, indicating they were finally releasing my check I will 'accept' this response after I have received and cashed my check They told me they were paying me three times before and nothing has shown up Until then, I want to keep my claim open.Sincerely, [redacted]