Returned call to [redacted] to advise that upon review of the FedEx tracking info (see attached) the package is actually being sent from MO to SC, and is showing as en route to her for delivery to her home today 08/10/Left my contact info in case any issues from here
Thank you for your assistance and quick response I wish we could have avoided this step, however we are pleased to accept your resolution with credit of 1404.22Sincerely, Mrs [redacted]
[redacted] , I apologize this has not been resolvedI just pulled both the email coorespondance and call with WEO and they confirmed on the 14th the part was in and being shipped to you directI am having a manager call over there now to escalate and then someone will be back in touch with you today
Good Evening, We contacted the customer on 4/letting them know that parts had been ordered and once the parts arrive we will have a servicer come back out to installThe email was sent to email provided We also gave the customer a call today and left another message letting them know
After review of the file in question I would like to explain the details surrounding why Safeware was unable to repair the damages to the customer's furniture Safeware is a 3rd party administrator for the Product Protection Plan Mr [redacted] purchased from [redacted] We have no control over the operations or the business revenue of the dealers selling the product When a claim occurs we assign a servicer to inspect the damages and make a determination if the unit is repairable and if parts would be needed or not to compete the repairs Since we are not a re-seller of furniture we are unable to order replacement parts from manufacturer's We are held 100% dependent on the purchasing power of the reselling dealer when it comes to these parts In Mr [redacted] 's situation, he reported pet damage to his recliner, We requested photos of the damage Once received we sent them to our servicer for review and to give guidance on if parts would be needed for a repair or not We were told parts would need to be ordered to fix Mr [redacted] 's recliner We reached out to [redacted] 's and since they were out of business they said they are unable to order any replacement parts for us When this becomes the case, we are then bound to the Terms and Conditions which read;"Replacement parts or furniture will be order from the retailer from which You originally purchased Your furniture If the retailer is not able to replace the item originally purchased or provide a satisfactory substitute item, You will be given a refund of the purchase price of the Plan, less any claims payments made to You under this Plan, in lieu o replacement of Your furniture and Your Plan will terminate." Mr [redacted] purchased the Product Protection Plan for $ We told him we were going to reimburse him the cost of the plan per our Terms and Conditions and this was not acceptable for Mr [redacted] there is most certainly nothing fraudulent with the way the claim was handled We apologize the we were unable to handle the damages, but we are willing to fully reimburse the price of the plan he paid for We feel this is a fair and equitable resolution and perfectly in line with the terms of the contract I hope the information provided helps explain the situation Mr [redacted] is welcome to contact us at any time to discuss the reimbursement process Please let me know if you need anything further from us at this time Scott M*** [redacted]
WEO said parts ordered in Aug, but mos later still not availableIssued retail credit .Authorization has bee sent, and customer updated and has my contact infoin case of any further issues or questions
I did not receive an email on 10/5/asking for a picture of the charger; I received an email to review my plan details (see screenshot Safeware20171005-1.png)When I viewed the document contained within this email, it was the New Policy Declaration document (see screenshot Safeware20171005-2.png)I firmly believe that Safeware is misrepresenting that an email was sent to me on 10/5/asking for a picture of the chargerIt is possible that Safeware sent an email to VolTech on 10/5/as I do have an email showing that Voltech says that they submitted a claim to Safeware on 10/4/(see screenshot Safeware20171005-3.png)I am not VolTech, so this is not correct that I was sent an emailAnd, this sort of 'mix-up' or whatever has happened has been the cause of these issues, so I am not going to agree to something that is not the truthI am working on my PhD, and all of these 'mix-ups' have severely impacted my ability to do my schoolworkThis is unacceptableAfter finally being advised by Voltech that I needed to buy my own cord and submit my own claim, I did so on 10/17/I never received an email from Safeware to submit a picture of the cord (see screenshot Safeware20171017-1.png)[redacted] has been working with me this morning, and I really appreciate his efforts and his assurance that he will do the forensics to try and prevent this from happening againAgain, this is unacceptable
We sincerely apologize for any delay or frustration you've experienceWe had several delays from the dealer and had to work with numerous alternative stores to try and get parts sourcesWE assigned to a SrExaminer to escalate, after several attempts to source parts we had cash settled with customer and this appears to be satisfactory to customerThank you
Safeware is always appreciative of customer feedback This claim has been handled by the Safeware Solution Center Mr [redacted] has been contacted and he has agreed to the resolution offered by the Safeware Solution Center Team If Mr [redacted] has any further questions or concerns, he is welcome to contact Safeware at ###-###-####
We made contact with the customer, Mr [redacted] , and provided explanation of the delay in parts arriving from overseas Safeware offered the option to wait for part and repair or credit at the store Mr [redacted] stated he would think it over and let Safeware know what he wanted to do after he had time to review his in store optionsMr [redacted] can contact Safeware once he has made his decision
Safeware said WEO received the part we called them today 9/23/because we had'not received itThey(WEO) said they have no record of itThe store manager will be calling Safeware on Monday 9/25/to find out what is going on
Spoke to "***" who purchased the chair from [redacted] "Our Customer" We informed [redacted] we are offering a cash settlement for $on the claimWe also informed [redacted] we would need letter from [redacted] stating he is the owner of the chair before we can put it in his name [redacted] informed us he would contact [redacted] and call us back
Good Afternoon,This claim was filed 1/16/2018, and assigned for a servicer to come out and assess the the issuesThis took place on 2/6/Upon review of the tech report it was determined that the item of furniture was beyond repair, and as such a retail credit for the furniture was authorized and issued on 2/28/to the dealer (see attached)The credit was issued for the full retail amount originally paid minus only the previous tech visits (for $on previous claim & for $current claim)This is in accordance with the terms and condition of the warrantyAs a result the contract has been fulfilled.Thank you
I disagree with the way the business is interpreting the contract I have attached an email thread and the contract I think it is ridiculous to assert back cushions are not seat cushions, especially given this is not expressly defined as such in the contract, nor expressly excluded A plain reading of the contract should include back cushions as seat cushions Regards, [redacted]
Good MorningI do apologize for the unusually longer process time, we were experiencing an extremely high claim volumeIt appears we spoke with customer on 3/after receiving photos, assigned a servicer the same dayI confirmed with service company that they scheduled an appointment to repair sofa on Thursday 3/and also asked them to give customer a courtesy reminderI also asked the assigned examiner to call and update customer
Safeware has still not completed the warranty repair on my recliner.Someone did come out from [redacted] but only took pictures!They did not have the equipment or parts to repair my reclinerThis was onApril 5thThey told me that I should hear back from Safeware in 3-5business daysIt is now past thatI have not heard what the course ofaction to replace or repair my recliner.How should I proceed? This is still taking way too long.Thank you, [redacted]
Returned call to [redacted] to advise that upon review of the FedEx tracking info (see attached) the package is actually being sent from MO to SC, and is showing as en route to her for delivery to her home today 08/10/Left my contact info in case any issues from here
Thank you for your assistance and quick response I wish we could have avoided this step, however we are pleased to accept your resolution with credit of 1404.22Sincerely, Mrs [redacted]
[redacted] , I apologize this has not been resolvedI just pulled both the email coorespondance and call with WEO and they confirmed on the 14th the part was in and being shipped to you directI am having a manager call over there now to escalate and then someone will be back in touch with you today
Good Evening, We contacted the customer on 4/letting them know that parts had been ordered and once the parts arrive we will have a servicer come back out to installThe email was sent to email provided We also gave the customer a call today and left another message letting them know
After review of the file in question I would like to explain the details surrounding why Safeware was unable to repair the damages to the customer's furniture Safeware is a 3rd party administrator for the Product Protection Plan Mr [redacted] purchased from [redacted] We have no control over the operations or the business revenue of the dealers selling the product When a claim occurs we assign a servicer to inspect the damages and make a determination if the unit is repairable and if parts would be needed or not to compete the repairs Since we are not a re-seller of furniture we are unable to order replacement parts from manufacturer's We are held 100% dependent on the purchasing power of the reselling dealer when it comes to these parts In Mr [redacted] 's situation, he reported pet damage to his recliner, We requested photos of the damage Once received we sent them to our servicer for review and to give guidance on if parts would be needed for a repair or not We were told parts would need to be ordered to fix Mr [redacted] 's recliner We reached out to [redacted] 's and since they were out of business they said they are unable to order any replacement parts for us When this becomes the case, we are then bound to the Terms and Conditions which read;"Replacement parts or furniture will be order from the retailer from which You originally purchased Your furniture If the retailer is not able to replace the item originally purchased or provide a satisfactory substitute item, You will be given a refund of the purchase price of the Plan, less any claims payments made to You under this Plan, in lieu o replacement of Your furniture and Your Plan will terminate." Mr [redacted] purchased the Product Protection Plan for $ We told him we were going to reimburse him the cost of the plan per our Terms and Conditions and this was not acceptable for Mr [redacted] there is most certainly nothing fraudulent with the way the claim was handled We apologize the we were unable to handle the damages, but we are willing to fully reimburse the price of the plan he paid for We feel this is a fair and equitable resolution and perfectly in line with the terms of the contract I hope the information provided helps explain the situation Mr [redacted] is welcome to contact us at any time to discuss the reimbursement process Please let me know if you need anything further from us at this time Scott M*** [redacted]
WEO said parts ordered in Aug, but mos later still not availableIssued retail credit .Authorization has bee sent, and customer updated and has my contact infoin case of any further issues or questions
I did not receive an email on 10/5/asking for a picture of the charger; I received an email to review my plan details (see screenshot Safeware20171005-1.png)When I viewed the document contained within this email, it was the New Policy Declaration document (see screenshot Safeware20171005-2.png)I firmly believe that Safeware is misrepresenting that an email was sent to me on 10/5/asking for a picture of the chargerIt is possible that Safeware sent an email to VolTech on 10/5/as I do have an email showing that Voltech says that they submitted a claim to Safeware on 10/4/(see screenshot Safeware20171005-3.png)I am not VolTech, so this is not correct that I was sent an emailAnd, this sort of 'mix-up' or whatever has happened has been the cause of these issues, so I am not going to agree to something that is not the truthI am working on my PhD, and all of these 'mix-ups' have severely impacted my ability to do my schoolworkThis is unacceptableAfter finally being advised by Voltech that I needed to buy my own cord and submit my own claim, I did so on 10/17/I never received an email from Safeware to submit a picture of the cord (see screenshot Safeware20171017-1.png)[redacted] has been working with me this morning, and I really appreciate his efforts and his assurance that he will do the forensics to try and prevent this from happening againAgain, this is unacceptable
We sincerely apologize for any delay or frustration you've experienceWe had several delays from the dealer and had to work with numerous alternative stores to try and get parts sourcesWE assigned to a SrExaminer to escalate, after several attempts to source parts we had cash settled with customer and this appears to be satisfactory to customerThank you
Safeware is always appreciative of customer feedback This claim has been handled by the Safeware Solution Center Mr [redacted] has been contacted and he has agreed to the resolution offered by the Safeware Solution Center Team If Mr [redacted] has any further questions or concerns, he is welcome to contact Safeware at ###-###-####
We made contact with the customer, Mr [redacted] , and provided explanation of the delay in parts arriving from overseas Safeware offered the option to wait for part and repair or credit at the store Mr [redacted] stated he would think it over and let Safeware know what he wanted to do after he had time to review his in store optionsMr [redacted] can contact Safeware once he has made his decision
Safeware said WEO received the part we called them today 9/23/because we had'not received itThey(WEO) said they have no record of itThe store manager will be calling Safeware on Monday 9/25/to find out what is going on
Spoke to "***" who purchased the chair from [redacted] "Our Customer" We informed [redacted] we are offering a cash settlement for $on the claimWe also informed [redacted] we would need letter from [redacted] stating he is the owner of the chair before we can put it in his name [redacted] informed us he would contact [redacted] and call us back
Good Afternoon,This claim was filed 1/16/2018, and assigned for a servicer to come out and assess the the issuesThis took place on 2/6/Upon review of the tech report it was determined that the item of furniture was beyond repair, and as such a retail credit for the furniture was authorized and issued on 2/28/to the dealer (see attached)The credit was issued for the full retail amount originally paid minus only the previous tech visits (for $on previous claim & for $current claim)This is in accordance with the terms and condition of the warrantyAs a result the contract has been fulfilled.Thank you
A replacement has been arranged with customer to resolve this issueThank you
I disagree with the way the business is interpreting the contract I have attached an email thread and the contract I think it is ridiculous to assert back cushions are not seat cushions, especially given this is not expressly defined as such in the contract, nor expressly excluded A plain reading of the contract should include back cushions as seat cushions Regards, [redacted]
Good MorningI do apologize for the unusually longer process time, we were experiencing an extremely high claim volumeIt appears we spoke with customer on 3/after receiving photos, assigned a servicer the same dayI confirmed with service company that they scheduled an appointment to repair sofa on Thursday 3/and also asked them to give customer a courtesy reminderI also asked the assigned examiner to call and update customer
Safeware has still not completed the warranty repair on my recliner.Someone did come out from [redacted] but only took pictures!They did not have the equipment or parts to repair my reclinerThis was onApril 5thThey told me that I should hear back from Safeware in 3-5business daysIt is now past thatI have not heard what the course ofaction to replace or repair my recliner.How should I proceed? This is still taking way too long.Thank you, [redacted]