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
Complaint: [redacted] I am rejecting this response because: the business has NOT met obligations under the planTheir response regarding an earlier claim is completely once again related to an entirely different lensThe business continues to respond without reviewing my file and the fact that I have REPEATEDLY advised that the March claim was a different lens altogetherThough the business is asserting I delayed in sending a receipt the claim they use to assert that is faulty March claim pertained to [redacted] lens of completely different millimeter rangeThis Is a *** 70-mm zoom I repeat a *** 70-mm zoomThe company is showing a complete lack of responsibility to the consumer by continuing to blame the consumer despite constant administrative mixupsI will be contacting [redacted] *** as well on this matter as there are some unethical things taking place I am also requesting a refund and cancellation of another lens plan that is activeBlaming the customer when your records are confused is not customer service.....obviously the business model the company follows based on other complaintsPlease advise of other legal avenues to pursue should the company continue to refuse remedy and blame the customer Sincerely, [redacted] ***
Squaretrade apologizes for any difficulty the consumer experienced with their claim The consumer was initially offered a replacement unit but shortly afterwards we notified the consumer via email that our replacement center encountered an availability issue and we would need to further discuss resolutionWe approved the consumer for an item reimbursement, of which was processed and sent on September 26thWhen the consumer brought to our attention that the check had not arrived, we re-verified the address on file and processed another check to be sent on October 10thThough we understand the consumer is frustrated with their claim experience, Squaretrade has taken these steps to resolve the issue and we hope this is a resolution the consumer considers satisfactory
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ 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, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Squaretrade has been contacted several times for them to honor the accidental damage that was caused to the iPadThis included the request in writing to themTheir website states that they will repair or replace the item that is covered by the insuranceSquare trade opted to not repair or replace the item and have kept my property The request stands for them to honor the warranty that I paid for in fullSquare trade canceled my insurance and issued a partial refund of the warrantyThe best comparison I have for this is if you had a car accident the insurance company would deny the claim and issue a cancellation for the policy This business is not ethical in their dealings with you and I will be taking them to court if they do not honor the warranty as it was an agreement when they took the money to cover the product Please help me as they should provide you with the information not have them send you to a website with no answer Final Business Response / [redacted] (4000, 9, 2015/08/18) */ 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 Final Consumer Response / [redacted] (4200, 11, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Square trade didn't respond to me via email for resolutionThey are not responding to me or to the Revdex.com to resolveCan you please step in and let them know that the only resolution that is acceptable is to repair, replace or reimburse for the damage This is the contract and at this point they are not honoring their own warranty
Cancelled all plans due to Square Trade not honoring the claim filedHave yet to receive refund from cancellation of all plansHave yet to have broken display claim that was filed before cancellation honored Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had issues with their device Based on the day guarantee we refunded the warranty price as per our policy regarding the guaranteeThe day guarantee does not state that we will refund the item price Sometimes the chargers do get lost and we try to replace the chargers with compatible chargersThe first charger we sent did not work properly so we do offer the consumer to purchase a charger locally and we will reimburse themThe advantage of this is the consumer can test the charger and confirm it will work for them as this would be the fastest resolution The customer did not want to put in the time to do that so we offered a purchased replacementWe contacted the manufacturer and they sent us photos of the available chargers that they not have for the model of computer the consumer hasThe consumer stated that the charger does not look the same, therefore would not workWe told the consumer that this is the charger the manufacturer recommends for this model as the original charger is no longer availableWe are not able to order the charger from the manufacturer so we have offered to send the money needed to purchase the charger of his choiceWe are waiting the consumer's reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Note I have kept copies of ALL emails and correspondence with squaretrade and they are not telling the truth in their response Eventually they did refund me the warranty money, but it was not because they took over a month to repair it, it was after I had contacted them repeatedly over months requesting they return to me me the correct charger and then it was not until I threatened to report them to the Revdex.com did they actually do anything I spoke with a man named Oliver in February who informed me that they have extras of the power supply in their repair facility and will send it to meThey never didI started calling them and then emails and calls were not replied toAfter months passed [redacted] contacted their corporate headquarters and threatened to report them was I then offered a refund The charger they sent me was used and for a completely different computer with a different type of connectorThey then followed up in emails from them stating they are not able to purchase directly from Lenovo They in their emails wrote me they are only authorized to purchase from Amazon but Amazon does not carry the model First in their emails they wrote I should purchase the charger myself with my money from Amazon and they will reimburse meI had informed them in writing that Amazon does not carry it and that it is only available from the manufacture I exchanged emails with square trade for months, with most never replied to and then on my own contacted the manufacture to buy itI was informed in may that they just ran out of stock and would take a monthI in emails notified square trade of this A month later square traded wrote in an email they also contacted Lenovo and can not get a replacement from the manufactureThey said when it is available to contact them When it became available from Lenovo I contacted squaretrade in multiple emails informing themI got no replyI contacted them times before they finally replied They then wrote they are authorized only to purchase it from Amazon and are not authorized to purchase from the manufactureI followed up with several emails to square trade that were never replied to I then threatened to report them to our state's Attorney General Consumer Protection department if they do not resolve this and then they wrote they can't help me and to take it up with their legal team Then a few weeks later I filed my Revdex.com complaint and informed them I had done thatThey wrote and informed me that they will send me the money and I can purchase it myself from Lenovo and asked if it is acceptable I replied a month ago that it is acceptable and so far I have not heard backI wrote a second time and got no replyI resent the email again today Clearly their response to you is a complete lie and I have kept copies of all correspondence and emails that I can provide copies of if needed Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We are sorry the consumer had such a poor experience with SquareTrade After much delay and miscommunication the consumer has finally received compensation for a replacement AC power adapter SquareTrade has learned some things in this experience and will apply it to our training
(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issueI appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facilityThat is the same situation I'm inI hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/caseThank you
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any issues the consumer experienced with their device As previously stated, Squaretrade requires that the receipt details the reason for the cost (part, labor, diagnostics, etc)Since the receipt provided only detailed the bulk cost of the repair, we needed to reach out and verify what the total cost entailedSquaretrade will cover labor and repair costs but will not reimburse for diagnostic costsRegarding the check, as we use ***, the delivery time can vary from 7-business daysThe check at its latest should be arriving 6/and would be happy to reissue a new one if not received by that time
We are sorry for any issues the consumer had with their device It appears after the consumers tech visit SquareTrade had issues getting in-contact with technician to go over issues with device SquareTrade will always make several attempts to reach out to a tech before moving to an alternate resolutionCurrently, we have processed a reimbursement for the consumers item price
We are sorry the consumer had issues with their device Our specialist was misinformedYou cannot purchase a warrant for a refurbished items from our websiteIn this case the consumer did not purchase the warranty from our website but directly from the reseller that also sells our warranties In this case the reseller can sell warranties for refurbished items We have processed a claim for payout and have emailed the consumer the instructions for completing the claim
We are sorry the consumer had issues with the their deviceAfter reviewing the consumer's account, their warranty was purchased through [redacted] and the [redacted] was purchased from a different locationAccording to the [redacted] website, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days." Since the item was not purchased from Amazon, the warranty became invalidIt appears the consumer's [redacted] is still under the manufacture warranty, we advised the consumer to contact the manufacture first
Complaint: [redacted] I am rejecting this response because: SquareTrade failed to contact me or follow up on my issueI called over 30x trying to get my issue resolvedThe tech did not know how to fix my dryer it had nothing to do with scheduling issuesThe tec came to my house 4x and was confusedPoor service and unprofessional behaviorI had to call a company myself that came out and fixed my dryer in hour including going to get the artI have other warranties with SquareTrade and I want to cancel them allSincerely, [redacted] ***
We're sorry that the consumer had any issues with their device.When the consumer purchased the plan online, the consumer had to select the following: "Select Your Laptop Price Range"" Select Your Plan (years or years)""Select Your Deductible ( $per claim or No deductible)" As mentioned previously, we are unable to provide assistance, unless the deductible was paid for (per the Service Agreement)
We apologize for any difficulty the consumer experienced with their claim.Since this issue was brought to our attention we have provided the consumer a new replacement, and we have emailed the consumer detailing this resultWe hope this proves to be satisfactory and appreciate the consumer's patience
Complaint: [redacted] I am rejecting this response because: In my and my wife's conversations with SquareTrade they did NOT inform us that they would reimburse us for the cost of shipping to the manufacturerThey simply told us that we had to contact the manufacturer due to the fact that we were still in the first yearSquareTrade told us that the only way they can help us is if the manufacturer denied the claimSo we did what they said and contacted the manufacturerTo this day the manufacturer has not answered our questionsThe sheer inconvenience and hassle that SquareTrade has put us through is outrageousIt took us an entire evening and the next day of phone calls and e-mails, in addition to filing a formal complaint with the Revdex.com, to finally find out that they will reimburse us for shipping feesWith as much of a hassle as they have put us through and the hoops we have had to jump through, I have little faith that we would even receive a reimbursement without having to file another complaintIn addition to the trouble that we have gone through so far, it has been almost a month since we have reached out to SquareTrade and the issue is still not resolvedThis is a problem because we specifically purchased that bag for my pregnant wife, who has restrictions on how much weight she can liftWe were forced to purchase another bag to maintain the safety of the pregnancyIn summary, this is a terrible company, and we learned our lessonWhile buying a carseat at [redacted] we were asked to purchase a protection plan, the first thing I asked was from which company, they said SquareTrade, and I said noJust to clarify, another bag has been purchased, dealing with SquareTrade is awful, but they got what they wanted, and I just want people to know just how bad this company is Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceAccording to the consumers warranty contract their device is covered against Mechanical and Electrical failures that occur during use Any non moving, broken parts on the device are not be eligible for wear and tear and requires accidental damage from handling protectionSquareTrade does not cover manufacturer's defects or equipment failure as the manufacturer would have issued a recall or a factory bulletinSince the consumer's device currently has a broken part we would not be able to provide service At this time we can reimburse the consumer their warranty cost
We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacementPer Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced by the buyer & "We don't cover software issues, including for computers, phones, and tablets"As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the softwareWe recommend the consumer review the terms & conditions so there is a clear understanding of the warranty
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their appliance deviceThere was a delay to receive the second part needed for the repairTo resolve the claim we are paying the consumer out for their deviceThe consumer has been contacted and informed about the resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 11, 2016/01/28) */ no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it inI was told on the phone that it had to have the same issue times to get a refundI waited almost weeks with no update before I decided to callwhen I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about hours with an updateI waited two days before I called backI spoke to a representative explaining my issues and he asked if he could put me on holdI sat on hold for about minutes before he returned to say he has been on hold with the 3rd party repair companyI asked to get a call back since I was at work, he said yes took my number and never called backI then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] thereI told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sureHe told me he would then call me back in minutesAbout minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to meThis was 01/27/I told [redacted] that was unacceptable especially with all that I have already been throughI told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is herewhen he picked back up the line he said he was the only supervisorI asked him to put me in the escalation queue so someone could call me back he said he could not do thatThe only offer he had for me was corporates number or wait until 02/03/and then the refund would happen automaticallyI told him that was not acceptable [redacted] continued with that he could not assist me any further and could not have anyone call me backI took corporates number and told him to have a nice day and ended the callI am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product refund or replacement of laptop Final Business Response / [redacted] (4000, 13, 2016/02/10) */ This complaint is regarding an entirely different issueThe consumer will need to close this complaint & open a new complaint with Revdex.com
We apologize for any inconvenience that the consumer might have experienced during this process.As of 2/10/the consumer has been approved for a repair of his deviceAt this moment our repaircenter is awaiting the shipment of the consumer's device to commence repairs
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
Complaint: [redacted] I am rejecting this response because: the business has NOT met obligations under the planTheir response regarding an earlier claim is completely once again related to an entirely different lensThe business continues to respond without reviewing my file and the fact that I have REPEATEDLY advised that the March claim was a different lens altogetherThough the business is asserting I delayed in sending a receipt the claim they use to assert that is faulty March claim pertained to [redacted] lens of completely different millimeter rangeThis Is a *** 70-mm zoom I repeat a *** 70-mm zoomThe company is showing a complete lack of responsibility to the consumer by continuing to blame the consumer despite constant administrative mixupsI will be contacting [redacted] *** as well on this matter as there are some unethical things taking place I am also requesting a refund and cancellation of another lens plan that is activeBlaming the customer when your records are confused is not customer service.....obviously the business model the company follows based on other complaintsPlease advise of other legal avenues to pursue should the company continue to refuse remedy and blame the customer Sincerely, [redacted] ***
Squaretrade apologizes for any difficulty the consumer experienced with their claim The consumer was initially offered a replacement unit but shortly afterwards we notified the consumer via email that our replacement center encountered an availability issue and we would need to further discuss resolutionWe approved the consumer for an item reimbursement, of which was processed and sent on September 26thWhen the consumer brought to our attention that the check had not arrived, we re-verified the address on file and processed another check to be sent on October 10thThough we understand the consumer is frustrated with their claim experience, Squaretrade has taken these steps to resolve the issue and we hope this is a resolution the consumer considers satisfactory
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ 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, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Squaretrade has been contacted several times for them to honor the accidental damage that was caused to the iPadThis included the request in writing to themTheir website states that they will repair or replace the item that is covered by the insuranceSquare trade opted to not repair or replace the item and have kept my property The request stands for them to honor the warranty that I paid for in fullSquare trade canceled my insurance and issued a partial refund of the warrantyThe best comparison I have for this is if you had a car accident the insurance company would deny the claim and issue a cancellation for the policy This business is not ethical in their dealings with you and I will be taking them to court if they do not honor the warranty as it was an agreement when they took the money to cover the product Please help me as they should provide you with the information not have them send you to a website with no answer Final Business Response / [redacted] (4000, 9, 2015/08/18) */ 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 Final Consumer Response / [redacted] (4200, 11, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Square trade didn't respond to me via email for resolutionThey are not responding to me or to the Revdex.com to resolveCan you please step in and let them know that the only resolution that is acceptable is to repair, replace or reimburse for the damage This is the contract and at this point they are not honoring their own warranty
Cancelled all plans due to Square Trade not honoring the claim filedHave yet to receive refund from cancellation of all plansHave yet to have broken display claim that was filed before cancellation honored Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had issues with their device Based on the day guarantee we refunded the warranty price as per our policy regarding the guaranteeThe day guarantee does not state that we will refund the item price Sometimes the chargers do get lost and we try to replace the chargers with compatible chargersThe first charger we sent did not work properly so we do offer the consumer to purchase a charger locally and we will reimburse themThe advantage of this is the consumer can test the charger and confirm it will work for them as this would be the fastest resolution The customer did not want to put in the time to do that so we offered a purchased replacementWe contacted the manufacturer and they sent us photos of the available chargers that they not have for the model of computer the consumer hasThe consumer stated that the charger does not look the same, therefore would not workWe told the consumer that this is the charger the manufacturer recommends for this model as the original charger is no longer availableWe are not able to order the charger from the manufacturer so we have offered to send the money needed to purchase the charger of his choiceWe are waiting the consumer's reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Note I have kept copies of ALL emails and correspondence with squaretrade and they are not telling the truth in their response Eventually they did refund me the warranty money, but it was not because they took over a month to repair it, it was after I had contacted them repeatedly over months requesting they return to me me the correct charger and then it was not until I threatened to report them to the Revdex.com did they actually do anything I spoke with a man named Oliver in February who informed me that they have extras of the power supply in their repair facility and will send it to meThey never didI started calling them and then emails and calls were not replied toAfter months passed [redacted] contacted their corporate headquarters and threatened to report them was I then offered a refund The charger they sent me was used and for a completely different computer with a different type of connectorThey then followed up in emails from them stating they are not able to purchase directly from Lenovo They in their emails wrote me they are only authorized to purchase from Amazon but Amazon does not carry the model First in their emails they wrote I should purchase the charger myself with my money from Amazon and they will reimburse meI had informed them in writing that Amazon does not carry it and that it is only available from the manufacture I exchanged emails with square trade for months, with most never replied to and then on my own contacted the manufacture to buy itI was informed in may that they just ran out of stock and would take a monthI in emails notified square trade of this A month later square traded wrote in an email they also contacted Lenovo and can not get a replacement from the manufactureThey said when it is available to contact them When it became available from Lenovo I contacted squaretrade in multiple emails informing themI got no replyI contacted them times before they finally replied They then wrote they are authorized only to purchase it from Amazon and are not authorized to purchase from the manufactureI followed up with several emails to square trade that were never replied to I then threatened to report them to our state's Attorney General Consumer Protection department if they do not resolve this and then they wrote they can't help me and to take it up with their legal team Then a few weeks later I filed my Revdex.com complaint and informed them I had done thatThey wrote and informed me that they will send me the money and I can purchase it myself from Lenovo and asked if it is acceptable I replied a month ago that it is acceptable and so far I have not heard backI wrote a second time and got no replyI resent the email again today Clearly their response to you is a complete lie and I have kept copies of all correspondence and emails that I can provide copies of if needed Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We are sorry the consumer had such a poor experience with SquareTrade After much delay and miscommunication the consumer has finally received compensation for a replacement AC power adapter SquareTrade has learned some things in this experience and will apply it to our training
(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issueI appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facilityThat is the same situation I'm inI hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/caseThank you
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ We apologize that the consumer experienced issues with their deviceThe consumer has been issued an expedited check and it was received on 10/27/
We are sorry for any issues the consumer experienced with their device As previously stated, Squaretrade requires that the receipt details the reason for the cost (part, labor, diagnostics, etc)Since the receipt provided only detailed the bulk cost of the repair, we needed to reach out and verify what the total cost entailedSquaretrade will cover labor and repair costs but will not reimburse for diagnostic costsRegarding the check, as we use ***, the delivery time can vary from 7-business daysThe check at its latest should be arriving 6/and would be happy to reissue a new one if not received by that time
We are sorry for any issues the consumer had with their device It appears after the consumers tech visit SquareTrade had issues getting in-contact with technician to go over issues with device SquareTrade will always make several attempts to reach out to a tech before moving to an alternate resolutionCurrently, we have processed a reimbursement for the consumers item price
We are sorry the consumer had issues with their device Our specialist was misinformedYou cannot purchase a warrant for a refurbished items from our websiteIn this case the consumer did not purchase the warranty from our website but directly from the reseller that also sells our warranties In this case the reseller can sell warranties for refurbished items We have processed a claim for payout and have emailed the consumer the instructions for completing the claim
We are sorry the consumer had issues with the their deviceAfter reviewing the consumer's account, their warranty was purchased through [redacted] and the [redacted] was purchased from a different locationAccording to the [redacted] website, "SquareTrade Protection Plans are only valid for new products purchased at [redacted] within the last days." Since the item was not purchased from Amazon, the warranty became invalidIt appears the consumer's [redacted] is still under the manufacture warranty, we advised the consumer to contact the manufacture first
Complaint: [redacted] I am rejecting this response because: SquareTrade failed to contact me or follow up on my issueI called over 30x trying to get my issue resolvedThe tech did not know how to fix my dryer it had nothing to do with scheduling issuesThe tec came to my house 4x and was confusedPoor service and unprofessional behaviorI had to call a company myself that came out and fixed my dryer in hour including going to get the artI have other warranties with SquareTrade and I want to cancel them allSincerely, [redacted] ***
We're sorry that the consumer had any issues with their device.When the consumer purchased the plan online, the consumer had to select the following: "Select Your Laptop Price Range"" Select Your Plan (years or years)""Select Your Deductible ( $per claim or No deductible)" As mentioned previously, we are unable to provide assistance, unless the deductible was paid for (per the Service Agreement)
We apologize for any difficulty the consumer experienced with their claim.Since this issue was brought to our attention we have provided the consumer a new replacement, and we have emailed the consumer detailing this resultWe hope this proves to be satisfactory and appreciate the consumer's patience
Complaint: [redacted] I am rejecting this response because: In my and my wife's conversations with SquareTrade they did NOT inform us that they would reimburse us for the cost of shipping to the manufacturerThey simply told us that we had to contact the manufacturer due to the fact that we were still in the first yearSquareTrade told us that the only way they can help us is if the manufacturer denied the claimSo we did what they said and contacted the manufacturerTo this day the manufacturer has not answered our questionsThe sheer inconvenience and hassle that SquareTrade has put us through is outrageousIt took us an entire evening and the next day of phone calls and e-mails, in addition to filing a formal complaint with the Revdex.com, to finally find out that they will reimburse us for shipping feesWith as much of a hassle as they have put us through and the hoops we have had to jump through, I have little faith that we would even receive a reimbursement without having to file another complaintIn addition to the trouble that we have gone through so far, it has been almost a month since we have reached out to SquareTrade and the issue is still not resolvedThis is a problem because we specifically purchased that bag for my pregnant wife, who has restrictions on how much weight she can liftWe were forced to purchase another bag to maintain the safety of the pregnancyIn summary, this is a terrible company, and we learned our lessonWhile buying a carseat at [redacted] we were asked to purchase a protection plan, the first thing I asked was from which company, they said SquareTrade, and I said noJust to clarify, another bag has been purchased, dealing with SquareTrade is awful, but they got what they wanted, and I just want people to know just how bad this company is Sincerely, [redacted]
We are sorry for any issues the consumer had with their deviceAccording to the consumers warranty contract their device is covered against Mechanical and Electrical failures that occur during use Any non moving, broken parts on the device are not be eligible for wear and tear and requires accidental damage from handling protectionSquareTrade does not cover manufacturer's defects or equipment failure as the manufacturer would have issued a recall or a factory bulletinSince the consumer's device currently has a broken part we would not be able to provide service At this time we can reimburse the consumer their warranty cost
We apologize for the issue the consumer experienced our records indicated the consumer's device needed the following: Replacement hard drive, windows reinstall, Microsoft & Samsung Charger replacementPer Terms & Conditions, "We don't cover accessories or parts that are meant to be replaced by the buyer & "We don't cover software issues, including for computers, phones, and tablets"As an one-time exception we reimbursed the consumer for the accessory item but we will not be reimbursing for the softwareWe recommend the consumer review the terms & conditions so there is a clear understanding of the warranty
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their appliance deviceThere was a delay to receive the second part needed for the repairTo resolve the claim we are paying the consumer out for their deviceThe consumer has been contacted and informed about the resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 11, 2016/01/28) */ no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it inI was told on the phone that it had to have the same issue times to get a refundI waited almost weeks with no update before I decided to callwhen I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about hours with an updateI waited two days before I called backI spoke to a representative explaining my issues and he asked if he could put me on holdI sat on hold for about minutes before he returned to say he has been on hold with the 3rd party repair companyI asked to get a call back since I was at work, he said yes took my number and never called backI then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] thereI told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sureHe told me he would then call me back in minutesAbout minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to meThis was 01/27/I told [redacted] that was unacceptable especially with all that I have already been throughI told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is herewhen he picked back up the line he said he was the only supervisorI asked him to put me in the escalation queue so someone could call me back he said he could not do thatThe only offer he had for me was corporates number or wait until 02/03/and then the refund would happen automaticallyI told him that was not acceptable [redacted] continued with that he could not assist me any further and could not have anyone call me backI took corporates number and told him to have a nice day and ended the callI am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product refund or replacement of laptop Final Business Response / [redacted] (4000, 13, 2016/02/10) */ This complaint is regarding an entirely different issueThe consumer will need to close this complaint & open a new complaint with Revdex.com
We apologize for any inconvenience that the consumer might have experienced during this process.As of 2/10/the consumer has been approved for a repair of his deviceAt this moment our repaircenter is awaiting the shipment of the consumer's device to commence repairs