We have not received any follow up emails from the consumer Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue We have also sent another email with this information as well At this time we are unable to access the consumers account to provide a resolution for their issue
Complaint: [redacted] I am rejecting this response because: when I purchased the IPOD, it showed option on screen for square trade warrantyTo confirm that it was covered, I went on square trade's website and pursued to research the warranty I did purchase it because it covered against accidental use I never got paperwork for the "fine print" from square trade so I could read it, until something happened Then it's we offer this or that That was not clear on [redacted] web page when you order online This IPOD deserves to be replaced due to misleading information and bait and switch advertising Please advise Sincerely, [redacted]
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
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with our warranty The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active We have contacted the consumer with our offer and are awaiting their approval
We are sorry the consumer had issues with their deviceSquareTrade always tries to repair a a device before moving to an alternate resolution The consumer has been reimbursed for their item price
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and even though I have not received the refunds as of yet I believe they will in fact do as promisedI find that this resolution is satisfactory to me once they have done soSincerely, [redacted] ***
We are sorry for any issues the consumer had with their deviceWhen a consumer has an issue with their device they are able to go online or call in to file a claim Once a claim has been filed and approved the consumer is able to have their device repaired through the selected methodA claim must be filed and approved before the consumer can have their device repaired At this time we are unable to reimburse for the consumer's repair since a claim was not filed on their device during the warranty coverage period
We are sorry for any issues the consumer had with their deviceIn the event a replacement device cannot be located for a consumer, we send out an email informing the consumer Included in this email is the amount of the reimbursement as well as a shipping label to send their device in to SquareTradeWhen a replacement device is sent out to a consumer a shipping label is included in the packaging for the consumer to mail in their original device It appears the consumer used the label included in the email for reimbursement that was sent out before a replacement device was located We have been able to research and confirm the consumers phone has been received A reimbursement has been issued for the core charge
We apologize to the consumer on the confusion of the warrantyWarranties purchased on SquareTrade.com are only eligible for new products as stated on our websiteAlso per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the Product based on condition, price or purchase locationThe consumer has been notified and had cancel the warranty
Complaint: [redacted] I am rejecting this response because: The TV offered by SquareTrade still is not the same caliber as the original unit.Sincerely,Daniel [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer on the morning of 2/8/with a resolution that was happily agreed to by the consumer
Complaint: [redacted] I am rejecting this response because: 1- we were told we were going to get reimbursed 50% weeks ago and has yet to be received2- we were told that after investing if they were able to see that we were indeed lied to we would get the remainder of the policy back and since we were in fact lied to multiple times we are still expecting the other halfSincerely, [redacted]
Our decision is based on our terms and conditionsBy purchasing our plan the consumer agrees to our terms and conditionsUnfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plan
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned [redacted] is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH [redacted] ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! [redacted] needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of! Thank you very much and have a great day Final Business Response / [redacted] (4000, 10, 2015/07/14) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 12, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case [redacted] , I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
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, Jeffrey [redacted]
From: [redacted] Sent: Tuesday, August 09, [redacted] 9:AM To: info Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint # [redacted] Still waiting for the checkSent from my iPhone
We apologize for any inconvenience and at this time we have requested additional information from the consumer so we can have the policy cancelled and refundedThough the consumer previously provided us a the receipt, it was a reprinted copy that was missing essential details that are used to register the consumer's policyThis is why we are having difficulty cancelling the consumer's policy and we're actively working to correct the issue
We apologize for the inconveniences caused to the consumer.Records indicate original payment was mailed but appeared to have not arrived therefore we resent the paymentPer our Terms and Conditions we are to reimburse the MSRP of the unit, at this time we are unable to accommodate the consumers request
Complaint: [redacted] I am rejecting this response because: The panel had already failed prior to the scratch on the TV The panel has no physical damage; the two items are not related The reason we bough the warranty was our last big screen had a panel go out and replacing them is cost prohibitive We feel the company is trying to cloud the issue by referring to the scratch to avoid the payout of the TV (panel replacement is cost prohibitive) Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality." which they have not done What they send is not an offer but a selection the replacement team chose for me The email does not say I can reject this offer or accept the offer I am not presented with that option They have knowingly replaced my TV that is not of like, kind, quality and functionality." They sent the cheapest model possible without me having any say in the matter The replacement team should compare specs and features which is readily available online but they did not The email states that based on consumer reviews and [redacted] reviews this is the TV "they" have chosen as a replacement You can look on [redacted] and see there are no reviews for this TV What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner They sent a display not a TV that I insured I am unsure of why it cannot be exchanged It was purchased just like any other consumer goodIt was purchased from [redacted] Club for approximately [redacted] less than the TV I insured I called [redacted] and had them check based on the order number on the packageAs it turns out, I reject this offer and still seek a viable solution.Sincerely, [redacted]
We have not received any follow up emails from the consumer Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue We have also sent another email with this information as well At this time we are unable to access the consumers account to provide a resolution for their issue
Complaint: [redacted] I am rejecting this response because: when I purchased the IPOD, it showed option on screen for square trade warrantyTo confirm that it was covered, I went on square trade's website and pursued to research the warranty I did purchase it because it covered against accidental use I never got paperwork for the "fine print" from square trade so I could read it, until something happened Then it's we offer this or that That was not clear on [redacted] web page when you order online This IPOD deserves to be replaced due to misleading information and bait and switch advertising Please advise Sincerely, [redacted]
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
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with our warranty The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active We have contacted the consumer with our offer and are awaiting their approval
We are sorry the consumer had issues with their deviceSquareTrade always tries to repair a a device before moving to an alternate resolution The consumer has been reimbursed for their item price
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and even though I have not received the refunds as of yet I believe they will in fact do as promisedI find that this resolution is satisfactory to me once they have done soSincerely, [redacted] ***
We are sorry for any issues the consumer had with their deviceWhen a consumer has an issue with their device they are able to go online or call in to file a claim Once a claim has been filed and approved the consumer is able to have their device repaired through the selected methodA claim must be filed and approved before the consumer can have their device repaired At this time we are unable to reimburse for the consumer's repair since a claim was not filed on their device during the warranty coverage period
We are sorry for any issues the consumer had with their deviceIn the event a replacement device cannot be located for a consumer, we send out an email informing the consumer Included in this email is the amount of the reimbursement as well as a shipping label to send their device in to SquareTradeWhen a replacement device is sent out to a consumer a shipping label is included in the packaging for the consumer to mail in their original device It appears the consumer used the label included in the email for reimbursement that was sent out before a replacement device was located We have been able to research and confirm the consumers phone has been received A reimbursement has been issued for the core charge
We apologize to the consumer on the confusion of the warrantyWarranties purchased on SquareTrade.com are only eligible for new products as stated on our websiteAlso per our Terms and Conditions, the consumer is responsible for purchasing the correct SquareTrade Protection Plan for the Product based on condition, price or purchase locationThe consumer has been notified and had cancel the warranty
Complaint: [redacted] I am rejecting this response because: The TV offered by SquareTrade still is not the same caliber as the original unit.Sincerely,Daniel [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process We reached out to the consumer on the morning of 2/8/with a resolution that was happily agreed to by the consumer
Complaint: [redacted] I am rejecting this response because: 1- we were told we were going to get reimbursed 50% weeks ago and has yet to be received2- we were told that after investing if they were able to see that we were indeed lied to we would get the remainder of the policy back and since we were in fact lied to multiple times we are still expecting the other halfSincerely, [redacted]
Our decision is based on our terms and conditionsBy purchasing our plan the consumer agrees to our terms and conditionsUnfortunately, misrepresentation, falsifying and/or modifying information when filing claims violates SquareTrade's Terms & Conditions and gives us the right to cancel the Protection Plan
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concerns if the customer replies back to that emailThe team will reply within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted SQT, over times for this one incidentI've never received a call back, even though everything that you have said is exactly what I have been toldLike I mentioned [redacted] is the only one that I can get through toYour system has it notated for him to only speak with meHe has never been polite, courteous, and has told me numerous times that I will speak with no one but himWhich I find absolutely ridiculous and absurdI will NOT SPEAK WITH [redacted] ANY LONGER! Therefore, the only route of communication and resolution will be through the Revdex.comI should not have to call more than onceNot to mention that all of my warranty plans have been canceled (with all decisions made by ***,)for frivolous reasonsI am willing to show phone records of how many times I have taken the initiative to make contact and resolve this issue, over a period of a monthOn the other hand only one call from your Co., if that! [redacted] needs to be replaced, as far as any communication or decision making is concernedWith all said, I would greatly appreciate a prompt response, as to what your next plan of action consist of! Thank you very much and have a great day Final Business Response / [redacted] (4000, 10, 2015/07/14) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 12, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have come to a mutual conclusionI cannot at this moment say that I accept their resolution until I receive the check that was issuedI also am not very satisfied with a couple thingsFirst of which being that all my warranties were canceled during the filing of this complaintThey were canceled days after this complaint was filed and before they responded to itI did get a full refund for all warrantiesHowever, if something happens to any of the devices that were cancelled, I am going to be up the creekI was told that there was no way they could re-warranty a canceled warrantyOf course I know that is not the case [redacted] , I must say was great in working things out with meHowever, their regular customer service and claims specialist are, for lack of a better word, horribleI will check that I accept their proposal once I receive the checkAlso, I was the one that contacted themIf you have problems with this company, I highly recommend the Revdex.com! As they have made it possible for me get back what was owed to me! Again, I will agree that I accept the resolution once I receive the checkVERY MUCH THANKS TO THE Revdex.com!!!!!
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, Jeffrey [redacted]
From: [redacted] Sent: Tuesday, August 09, [redacted] 9:AM To: info Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint # [redacted] Still waiting for the checkSent from my iPhone
We apologize for any inconvenience and at this time we have requested additional information from the consumer so we can have the policy cancelled and refundedThough the consumer previously provided us a the receipt, it was a reprinted copy that was missing essential details that are used to register the consumer's policyThis is why we are having difficulty cancelling the consumer's policy and we're actively working to correct the issue
We apologize for the inconveniences caused to the consumer.Records indicate original payment was mailed but appeared to have not arrived therefore we resent the paymentPer our Terms and Conditions we are to reimburse the MSRP of the unit, at this time we are unable to accommodate the consumers request
Complaint: [redacted] I am rejecting this response because: The panel had already failed prior to the scratch on the TV The panel has no physical damage; the two items are not related The reason we bough the warranty was our last big screen had a panel go out and replacing them is cost prohibitive We feel the company is trying to cloud the issue by referring to the scratch to avoid the payout of the TV (panel replacement is cost prohibitive) Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Squaretrade states they will, "replace your product with a product of like, kind, quality and functionality." which they have not done What they send is not an offer but a selection the replacement team chose for me The email does not say I can reject this offer or accept the offer I am not presented with that option They have knowingly replaced my TV that is not of like, kind, quality and functionality." They sent the cheapest model possible without me having any say in the matter The replacement team should compare specs and features which is readily available online but they did not The email states that based on consumer reviews and [redacted] reviews this is the TV "they" have chosen as a replacement You can look on [redacted] and see there are no reviews for this TV What they sent was merely a display that cannot receive over the broadcasts because it lacks a built in tuner They sent a display not a TV that I insured I am unsure of why it cannot be exchanged It was purchased just like any other consumer goodIt was purchased from [redacted] Club for approximately [redacted] less than the TV I insured I called [redacted] and had them check based on the order number on the packageAs it turns out, I reject this offer and still seek a viable solution.Sincerely, [redacted]