Complaint: [redacted] I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # [redacted] Sincerely, [redacted]
We are sorry the consumer is having these issues after losing the software during her laptop repairThe consumer filed a claim on there laptop after getting an error message stating there was on overheating issue and the item needed to be serviced Following company protocol when a claim is filed the consumer receives an email going over there resolution option and instructions on how to proceed to get their item repaired The consumer is instructed to back up all data on their item before shipping, to us for repair, in the event that all data on your item is lost during repair
We at Squaretrade apologize if there was any confusion regarding the selection of our replacement televisionsWhenever Squaretrade is vetting a comparable replacement television we have to base our qualifications on the item's technical specificationsTelevision prices and item reviews are not a part of this process as these are variable factors that can change overtime, whereas technical specifications are concrete and do not changeAs of now this consumer has been offered two replacements which have been selected based on their technical specifications, and both units offer a higher resolution standardOne of Squaretrade's agents has reached out to the consumer in order to further discuss the situation as we understand the consumer is concerned with specific technical specifications such as the item refresh rate, viewing angle, etcAt this time we are awaiting the consumer's response
We are sorry for any issues the consumer had with their deviceWhen a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for 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 me Thank you for your assistance in this matter Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process As previously promised to the consumer an additional check has been sent out on 04/02/to complete the total amount agreed upon to the consumer The consumer called in and verified this information with one of our agents who confirmed the above!
We are sorry for any issues the consumer had with their deviceAt SquareTrade we do offer warranties for "certified refurbished items purchased only at select SquareTrade retail partners and covered by a refurb SquareTrade warranty also purchased at the same retailer." SquareTrade does not directly sell warranties for used or refurbished items During an online purchase the consumer must check a box that states "I confirm that all of the items I'm protecting are new and have been purchased in the last days." The consumer stated they purchased a factory refurbished item which, by industry standards, are products that could not be sold as new by law
We apologize for any inconvenience that the consumer might have experienced during this process We have contacted the consumer today and have reached a favorable resolution The consumer is extremely satisfied as this issue has been bought to a more than satisfactory end by offering the consumer a replacement TV he suggested
We are sorry for any delays experienced during the claim process According to our records, the box arrived and the unit was shipped out to our depot on [redacted] The unit is currently en route back to the consumer fully repaired and is estimated to arrive [redacted] at 4pmWe do apologize for the delays in receiving the box and appreciate the consumer's patience
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductibleOnce the replacement phone is returned the consumer will be paid out for the device
We are sorry for any issue the consumer experienced with their device There seems to be a misunderstanding as to what the resolution and requirements set around the consumers claimAccording to our records, the consumer took their device to a local repair shop and it was diagnosed to need repairs that would cost more than the laptop's purchase priceWhen we contacted the repair shop the representative could not verify the make or model of the unit servicedMoreover, it was also stated that the unit "may or may not" be too costly to repairSquaretrade has approved the reimbursement of the diagnostic fee but would be unable to provide a device reimbursementUnfortunately, the diagnostic reimbursement was delayed while our team confirmed the work performedThe check will be processed today and mailed tomorrow, the estimated arrival time is 7-days As it turns out, we have requested the consumer send their device in since we have established a repair would be possible
Complaint: [redacted] I am rejecting this response because: The repair was performed during the warranty period Per SQUARE TRADE's, www.squaretrade.com/iphone-warranty, web page Local Repair Option Need it fixed now? Take your device to a local repair shop or [redacted] ***, pay for any repairs, and we'll reimburse youGreat when traveling (SquareTrade covers you anywhere in the world) or when you just can’t wait BLUF: The repair was made during warranty period Square Trade's web page allows this route No mention of a timeframe to make a claim at the Local Repair Option statement (e.g., ensure you make your claim prior to expiration of warranty) It's a better business practice to honor this type of claim $ [redacted] (deductible) = $** For example: Another one of our [redacted] **' quit working two weeks ago We took it to the [redacted] store they quoted us $ [redacted] to replace, because the phone was out of manufacturers one year warranty coverage However, they did want to try and replace the battery to see if this would fix the phone Once the new battery arrived for the old broken phone the phone still didn't work The *** rep gave us a new phone, free of charge That's how you run a business Sincerely, [redacted]
We are sorry for a [redacted] confusion experienced during the claim process SquareTrade requires an authorization form detailing a [redacted] repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been received and a reimbursement check has been issued to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We are sorry the consumer has an issue with their device SquareTrade TV warranties do not offer coverage for any damage The warranty was never cancelled and is still activeWhat was denied was the claim that was placed for the damageAs the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place
We apologize to the consumer for the confusion on the warrantyThe consumer was not correctly informed of how the warranty works at the point of sale by the sellerThe SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for that item categoryUnfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any serviceWe do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue
We are sorry for any issues the consumer had with their device.SquareTrade will always attempt to repair before moving towards replacing a device It appears there was trouble sourcing replacement parts for the consumer's TV as plasmas are no longer manufactured Currently, we are processing a reimbursement for the item price of the consumer's television, as a comparable model is not available
Initial Business Response / [redacted] (4000, 8, 2015/11/25) */ We have contacted the consumer and both parties agreed on an appropriate resolution for the complaintThe consumer will be receiving a reimbursement for their warranty via check Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told I would get a refundThanks Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ We apologize for the issue the consumer experiencedAs stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wideThese benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refundThe consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase
We completely understand the consumer's point of viewAlthough we would hate to lose a valued consumer due to this, we will be reaching out to confirm the cancellation of the warranties and assist
Complaint: [redacted] I am rejecting this response because: I never received any response from themWhenever I tried to contact them, they waste my to min and then told me, we will get you back which never happenThere statement is not legitimate because no email or phone call or voicemail from themin my account care plan still saying additional information required which I provide them times in last dayscare plan # [redacted] Sincerely, [redacted]
We are sorry the consumer is having these issues after losing the software during her laptop repairThe consumer filed a claim on there laptop after getting an error message stating there was on overheating issue and the item needed to be serviced Following company protocol when a claim is filed the consumer receives an email going over there resolution option and instructions on how to proceed to get their item repaired The consumer is instructed to back up all data on their item before shipping, to us for repair, in the event that all data on your item is lost during repair
We at Squaretrade apologize if there was any confusion regarding the selection of our replacement televisionsWhenever Squaretrade is vetting a comparable replacement television we have to base our qualifications on the item's technical specificationsTelevision prices and item reviews are not a part of this process as these are variable factors that can change overtime, whereas technical specifications are concrete and do not changeAs of now this consumer has been offered two replacements which have been selected based on their technical specifications, and both units offer a higher resolution standardOne of Squaretrade's agents has reached out to the consumer in order to further discuss the situation as we understand the consumer is concerned with specific technical specifications such as the item refresh rate, viewing angle, etcAt this time we are awaiting the consumer's response
We are sorry for any issues the consumer had with their deviceWhen a claim is filed online for a device without accidental damage from handling protection, the selection of any problem code that would result from any physical damage, results in an automatic denial online The system will then require the consumer to call in to finish their claim process.The consumer called in and a claim was filed for in home repair We have located a technician and scheduled an appointment for 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 me Thank you for your assistance in this matter Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process As previously promised to the consumer an additional check has been sent out on 04/02/to complete the total amount agreed upon to the consumer The consumer called in and verified this information with one of our agents who confirmed the above!
We are sorry for any issues the consumer had with their deviceAt SquareTrade we do offer warranties for "certified refurbished items purchased only at select SquareTrade retail partners and covered by a refurb SquareTrade warranty also purchased at the same retailer." SquareTrade does not directly sell warranties for used or refurbished items During an online purchase the consumer must check a box that states "I confirm that all of the items I'm protecting are new and have been purchased in the last days." The consumer stated they purchased a factory refurbished item which, by industry standards, are products that could not be sold as new by law
We apologize for any inconvenience that the consumer might have experienced during this process We have contacted the consumer today and have reached a favorable resolution The consumer is extremely satisfied as this issue has been bought to a more than satisfactory end by offering the consumer a replacement TV he suggested
We are sorry for any delays experienced during the claim process According to our records, the box arrived and the unit was shipped out to our depot on [redacted] The unit is currently en route back to the consumer fully repaired and is estimated to arrive [redacted] at 4pmWe do apologize for the delays in receiving the box and appreciate the consumer's patience
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ We apologize for the issue the consumer experienced There was an error with the replacement phone we have resolved the issue & for the inconvenience the consumer has been refunded the full amount of the deductibleOnce the replacement phone is returned the consumer will be paid out for the device
We are sorry for any issue the consumer experienced with their device There seems to be a misunderstanding as to what the resolution and requirements set around the consumers claimAccording to our records, the consumer took their device to a local repair shop and it was diagnosed to need repairs that would cost more than the laptop's purchase priceWhen we contacted the repair shop the representative could not verify the make or model of the unit servicedMoreover, it was also stated that the unit "may or may not" be too costly to repairSquaretrade has approved the reimbursement of the diagnostic fee but would be unable to provide a device reimbursementUnfortunately, the diagnostic reimbursement was delayed while our team confirmed the work performedThe check will be processed today and mailed tomorrow, the estimated arrival time is 7-days As it turns out, we have requested the consumer send their device in since we have established a repair would be possible
Complaint: [redacted] I am rejecting this response because: The repair was performed during the warranty period Per SQUARE TRADE's, www.squaretrade.com/iphone-warranty, web page Local Repair Option Need it fixed now? Take your device to a local repair shop or [redacted] ***, pay for any repairs, and we'll reimburse youGreat when traveling (SquareTrade covers you anywhere in the world) or when you just can’t wait BLUF: The repair was made during warranty period Square Trade's web page allows this route No mention of a timeframe to make a claim at the Local Repair Option statement (e.g., ensure you make your claim prior to expiration of warranty) It's a better business practice to honor this type of claim $ [redacted] (deductible) = $** For example: Another one of our [redacted] **' quit working two weeks ago We took it to the [redacted] store they quoted us $ [redacted] to replace, because the phone was out of manufacturers one year warranty coverage However, they did want to try and replace the battery to see if this would fix the phone Once the new battery arrived for the old broken phone the phone still didn't work The *** rep gave us a new phone, free of charge That's how you run a business Sincerely, [redacted]
We are sorry for a [redacted] confusion experienced during the claim process SquareTrade requires an authorization form detailing a [redacted] repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been received and a reimbursement check has been issued to the consumer
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ We are sorry the consumer has an issue with their device SquareTrade TV warranties do not offer coverage for any damage The warranty was never cancelled and is still activeWhat was denied was the claim that was placed for the damageAs the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place
We apologize to the consumer for the confusion on the warrantyThe consumer was not correctly informed of how the warranty works at the point of sale by the sellerThe SquareTrade Warranty purchased through Toy's R Us does not cover accidental damage from handling, nor do we offer that service for that item categoryUnfortunately the consumers claim is considered as accidental damage from handling, we would not be provide any serviceWe do recommend going back to the store that misinformed the consumer to see if they can help rectify this issue
We are sorry for any issues the consumer had with their device.SquareTrade will always attempt to repair before moving towards replacing a device It appears there was trouble sourcing replacement parts for the consumer's TV as plasmas are no longer manufactured Currently, we are processing a reimbursement for the item price of the consumer's television, as a comparable model is not available
Initial Business Response / [redacted] (4000, 8, 2015/11/25) */ We have contacted the consumer and both parties agreed on an appropriate resolution for the complaintThe consumer will be receiving a reimbursement for their warranty via check Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told I would get a refundThanks Revdex.com
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ We apologize for the issue the consumer experiencedAs stated in the Terms & Conditions, the protection plan is inclusive of any manufacturer's warranty that may exist during the Coverage TermIt does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty The SquareTrade protection plan also covers wear & tear on the device, blockages and coverage of your device world-wideThese benefits are not apart of the manufacturer warranty however if the consumer does not find the SquareTrade warranty beneficial he is able to cancel and receive a full refundThe consumer has been sent a copy of the Terms & Conditions to ensure he has a clear understanding of his purchase
We completely understand the consumer's point of viewAlthough we would hate to lose a valued consumer due to this, we will be reaching out to confirm the cancellation of the warranties and assist