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
Complaint: [redacted] I am rejecting this response because: I don't agree with the timeline AND all it took to just through to a capable CSR, if you read my complaint you can see that but a refund is NOT the most important part the computer sat from April when I received saying that the computer was repaired and a fedex tracking number in that e-mail which turned out to be per fedex nothing but a pre-shipping ticket (I DON'T HAVE FED EX EXACT TERMINOLOGY) SUPPOSEDLY it was shipped April WHY did it sit from the to just to be shipped? and received April You don't deserve a A+ rating with anybody.Sincerely,Karen ***
We are sorry for any confusion experienced during the claim process The warranty purchased seems to be the incorrect warranty needed for the used deviceSquaretrade recognizes that the warranty was offered in error and we will be honoring the claim as an exceptionWe are in contact with the reseller to correct this issue for future consumersThe claim has been processed on [redacted] and we will be reimbursing the consumer for the device
Complaint: [redacted] I am rejecting this response because: These people are no spelling it out when the warranties are purchased - over 1,other people could not possible be wrong as over 90% have the EXACT SAME complaintJUst because of this company - I will NEVER buy another piece of anything from [redacted] or anywhere else for that matter that uses these half bit clowns as a "so called warranty" company - thats to bad too I plan on contacting corporate [redacted] as well to make them fully aware they should drop them Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ We are sorry the consumer had issues with receiving their reimbursement For no apparent reason there was a delay in the processing on this paymentWe have expedited the reimbursement and the consumer should receive their reimbursement by September We have contacted the consumer to let them know when they should expect the reimbursement
We apologize for any inconvenience the consumer experienced with filing a claimWe have reached out to the consumer and offered an alternative resolutionWe hope this proves to be a good resolution and appreciate his patience while we worked to resolve this
SquareTrade did not uphold their end of the agreementI was promised a refund of $ [redacted] but the check that they sent was only for $**I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issuePlease re-open my complaintThank you, ***
Complaint: [redacted] I am rejecting this response because: I read the warranty documention carefully and did not find any language in the warranty about "void" of the warrantyThe language says that SquareTrade is not responsible for repairing any damage from accidents or liquidThe computer I purchased has a defective Logic Board, and I am requesting replacement of that Logic Board Sincerely,Carolyn ***
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ We are sorry the consumer had issues with their device The photos that were sent to us clearly show that there was damage to the screenAs per our Terms and Conditions we do not cover accidents on TVs The consumer does have an email from SquareTrade stating that we moved the claim to provide the consumer with a replacement TVThis email was sent in errorNone the less the consumer does have documentation that we will provide a replacement TV For that reason we are proceeding with getting the consumer a replacement TV Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from [redacted] with square trade about 12:mountain time and he stated they would be issuing me a check in the amount of $He said it will take 10-business days to reach meOnce, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved Final Business Response / [redacted] (4000, 9, 2015/09/09) */ We are sorry the consumer had issues with their TV We have expedited the payment and according to our shipper the check was received on September
We have previously reached out to the consumer and provided him a resolution based on the availability of our replacements, as this stock varies over timeThough we understand the consumer was frustrated with the process, we have corrected the issue and we have met our obligations beneath this policy
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We are sorry the consumer had an issue with the repair processThe facility repaired the laptop and returned it back to the consumerDue to the frustration and delay, we refunded the warranty price in full
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experienced with their deviceWe have reached out to the consumer and confirmed the reimbursement check was received on 12/28/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) hours after Revdex.com said they would look into this the company sent me an email and made goodthank you
We apologize for any inconvenience that the consumer might have experienced during this process.We had one of our tech specialist reach out to the customer to perform some expert troubleshooting with the consumer.After the completion of the troubleshooting the problem was addressed and resolved for the consumer.In conclusion the consumer's TV set is now fully functioning with no problems!
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recordedIn my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the factsI received an email today from [redacted] *at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account
Complaint: [redacted] I am rejecting this response because: The company is not being truthfulThey sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchasedMy headphones were still attached to each other when I sent themI cannot confirm that the picture they sent where my headphonesMy headphones were not packaged like that when I sent themThis is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ We are sorry the consumer had issues with their device We will provide a replacement phone to the consumer when it is available in our inventoryAs stated in our Terms and Conditions, "at Our discretion, We will either: ARepair Your Product, or; BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; CReplace Your Product with a product of like, kind, quality and functionality." In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phoneWe were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done We are addressing the issue of not having a manager available to respond to him when he requested a call from a managerWe are increasing our team that follows up and makes those calls Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty We have contacted the consumer to let them know this is how we plan to proceed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize that the consumer has delays on receiving the reimbursement.We are currently re-sending you a check and you should be receiving it within the next to business daysWe apologize for the delay
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 I have already given Square Trade my home address of [redacted] **, [redacted] , [redacted] ***Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others
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
Complaint: [redacted] I am rejecting this response because: I don't agree with the timeline AND all it took to just through to a capable CSR, if you read my complaint you can see that but a refund is NOT the most important part the computer sat from April when I received saying that the computer was repaired and a fedex tracking number in that e-mail which turned out to be per fedex nothing but a pre-shipping ticket (I DON'T HAVE FED EX EXACT TERMINOLOGY) SUPPOSEDLY it was shipped April WHY did it sit from the to just to be shipped? and received April You don't deserve a A+ rating with anybody.Sincerely,Karen ***
We are sorry for any confusion experienced during the claim process The warranty purchased seems to be the incorrect warranty needed for the used deviceSquaretrade recognizes that the warranty was offered in error and we will be honoring the claim as an exceptionWe are in contact with the reseller to correct this issue for future consumersThe claim has been processed on [redacted] and we will be reimbursing the consumer for the device
Complaint: [redacted] I am rejecting this response because: These people are no spelling it out when the warranties are purchased - over 1,other people could not possible be wrong as over 90% have the EXACT SAME complaintJUst because of this company - I will NEVER buy another piece of anything from [redacted] or anywhere else for that matter that uses these half bit clowns as a "so called warranty" company - thats to bad too I plan on contacting corporate [redacted] as well to make them fully aware they should drop them Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ We are sorry the consumer had issues with receiving their reimbursement For no apparent reason there was a delay in the processing on this paymentWe have expedited the reimbursement and the consumer should receive their reimbursement by September We have contacted the consumer to let them know when they should expect the reimbursement
We apologize for the inconveniences caused to the consumer.Records show that we have since reached out to the consumer and addressed their concerns
We apologize for any inconvenience the consumer experienced with filing a claimWe have reached out to the consumer and offered an alternative resolutionWe hope this proves to be a good resolution and appreciate his patience while we worked to resolve this
SquareTrade did not uphold their end of the agreementI was promised a refund of $ [redacted] but the check that they sent was only for $**I tried calling SquareTrade about this but they acted like this was the first they’d heard of the issuePlease re-open my complaintThank you, ***
Complaint: [redacted] I am rejecting this response because: I read the warranty documention carefully and did not find any language in the warranty about "void" of the warrantyThe language says that SquareTrade is not responsible for repairing any damage from accidents or liquidThe computer I purchased has a defective Logic Board, and I am requesting replacement of that Logic Board Sincerely,Carolyn ***
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ We are sorry the consumer had issues with their device The photos that were sent to us clearly show that there was damage to the screenAs per our Terms and Conditions we do not cover accidents on TVs The consumer does have an email from SquareTrade stating that we moved the claim to provide the consumer with a replacement TVThis email was sent in errorNone the less the consumer does have documentation that we will provide a replacement TV For that reason we are proceeding with getting the consumer a replacement TV Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from [redacted] with square trade about 12:mountain time and he stated they would be issuing me a check in the amount of $He said it will take 10-business days to reach meOnce, I receive the check and it clears I will be satisfied and will contact the Revdex.com and let you know the issues has been resolved Final Business Response / [redacted] (4000, 9, 2015/09/09) */ We are sorry the consumer had issues with their TV We have expedited the payment and according to our shipper the check was received on September
We have previously reached out to the consumer and provided him a resolution based on the availability of our replacements, as this stock varies over timeThough we understand the consumer was frustrated with the process, we have corrected the issue and we have met our obligations beneath this policy
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We are sorry the consumer had an issue with the repair processThe facility repaired the laptop and returned it back to the consumerDue to the frustration and delay, we refunded the warranty price in full
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experienced with their deviceWe have reached out to the consumer and confirmed the reimbursement check was received on 12/28/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) hours after Revdex.com said they would look into this the company sent me an email and made goodthank you
We apologize for any inconvenience that the consumer might have experienced during this process.We had one of our tech specialist reach out to the customer to perform some expert troubleshooting with the consumer.After the completion of the troubleshooting the problem was addressed and resolved for the consumer.In conclusion the consumer's TV set is now fully functioning with no problems!
In previous correspondence with SquareTrade, SquareTrade Customer Support Management stated that all phone calls with them are recordedIn my original complaint, I asked that SquareTrade review the phone recordings of my correspondence with them to verify the factsI received an email today from [redacted] *at SquareTrade and Chris stated that he was unable to locate any phone call recordings related to my account
Complaint: [redacted] I am rejecting this response because: The company is not being truthfulThey sent me a letter with the returned headphones saying that I sent in the wrong headphones for the policy that I purchasedMy headphones were still attached to each other when I sent themI cannot confirm that the picture they sent where my headphonesMy headphones were not packaged like that when I sent themThis is a piciture that they took after they broke my headphones, if this is actually a photograph of my headphones.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ We are sorry the consumer had issues with their device We will provide a replacement phone to the consumer when it is available in our inventoryAs stated in our Terms and Conditions, "at Our discretion, We will either: ARepair Your Product, or; BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; CReplace Your Product with a product of like, kind, quality and functionality." In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phoneWe were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done We are addressing the issue of not having a manager available to respond to him when he requested a call from a managerWe are increasing our team that follows up and makes those calls Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty We have contacted the consumer to let them know this is how we plan to proceed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize that the consumer has delays on receiving the reimbursement.We are currently re-sending you a check and you should be receiving it within the next to business daysWe apologize for the delay
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 I have already given Square Trade my home address of [redacted] **, [redacted] , [redacted] ***Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ We apologize for the issue the consumer experiencedOur records indicate the consumer reimbursement has been processed and the claim is resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $, not the $as we were told the claim is resolvedI will never purchase a warranty from suare trade again or recommend them to others