SquareTrade, Inc.

We are sorry for any delays experienced during the claim processBACKGROUND->
After reviewing the consumer's account it seems there were some issues receiving a copy of the purchase receipt. We have since received the required documentation and have processed the consumer's claim for the full reimbursement amount of the device

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issues with their device
The reason that the technician did not arrive is that the part needed was not yet delivered to the consumerWe did not properly inform the consumer on what to expect in terms of
this particular claim
We have contacted the consumer to let them know why the technician did not show upWhen the part does arrive the dispatcher will make arrangements to have the technician repair the device
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableEither it should be repaired in a acceptable amount of time, or device should be replaced
Final Business Response /* (4000, 15, 2015/08/18) */
According to the tracking number used to send the check it was delivered on August
Final Consumer Response /* (2000, 17, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
accepted, but squaretrade needs to better inform customers of the length it takes to receive warranty work or check for cost

This company took weeks o repair my laptop and sent it back without windows installed When I called to request instructions on how to make it functional again, they told me I did not send in the proper cds None were requested when I sent the laptop in; however, now Square Trade keeps sending me to the manufacturer and the manufacturer says to call Square Trade They honor parts of their agreements but do not follow through at all It came back to me with a note saying it was fully functional Obviously our views of functional differ
I recommend the leadership of this company examine how they are delivering services to the customers and stop using call center employees that read scripts and repeat the same information again and again
Very disappointed with this company

Initial Business Response /* (1000, 6, 2016/03/10) */
We apologize for the issue the consumer experienced with their deviceThe consumer's device has been sent to the repair center and for the inconvenience they experienced we have issued a refund of the warranty
Initial Consumer
Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are refunding me the warranty cost
I received my laptop back days after I filed my claimHowever, my laptop no longer charged and had to be sent back to the repair centerThey are attempting to repair it again
Today is days since I filed my claimIt's ridiculous that it takes this long for something to be repaired correctlyI don't understand how it was not discovered that the laptop does not charge when it was sent back to me
Also note, I am an online student in college and have had to go to the community library everyday to keep up with school while my laptop was being repairedI still just want to purchase a new laptop
Final Business Response /* (4000, 10, 2016/03/22) */
We are sorry the consumer had issues with their repaired device
The unit has been repaired and is in route to the consumerEstimated delivery date, as per tracking number is 3/
If the consumer has further issues with the device we will consider a payout
Final Consumer Response /* (4200, 12, 2016/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being told my laptop needed to be returned for them to complete an audit, in which case if the issues I had were valid I would be reimbursed, they decided to fix the error insteadIt was my fault for taking anything verbally said to me to be true
It took business days for them to return the laptop after it was fixed the second time, leading the total to be days without my laptopTo my surprise, when I received my laptop back, I had the exact same issue
Per an email on 3/from *** C
"If your device is still not working then we would consider a reimbursement of the device." I do not want them to consider a reimbursement, I want them to actually issue the reimbursementI have spent far too much time waiting for the laptopAlso considering the number of hours I have had to spend waiting/speaking to/getting updates, I want my transactions with SquareTrade to be completed with a reimbursement

Initial Business Response /* (1000, 8, 2014/10/01) */
After reviewing case paid customer full price paid for camera

Initial Business Response /* (1000, 5, 2015/04/14) */
We are sorry the consumer had the poor experience they had
We have since worked with the consumer and have paid them out the price of the device and refunded the warranty price to them
It is not within our Terms and Conditions to
reimburse consumers for personal time taken to work on a claim
Initial Consumer Rebuttal /* (3000, 7, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In accordance with my discussion with *** from Square Trade, I have received the reimbursement for the product and the amount of the warrantyHowever, I find it very convenient that SquareTrade hides behind a "term and conditions" clause, which ultimately means they are unwilling to accept responsibility for the deceitful and fraudulent nature in which their employee population presented themselvesIn short, I find it a "cowardly response" to doing the right thingIt is due their personnel's statements, that I was placed in a position of having to continually follow up, and work through "chains of command" to ensure my best interests were being addressedI have documented just over hours of phone calls to their organization, not to mention the amount of emotional frustration in dealing with misinformation, fraudulent statements, and negligent actions, that could have caused me physical injuryI am willing to provide ST with an additional opportunity to rectify and compensate before taking additional legal action
I think it is important that consumers are aware that if they do not take control and hold organizations such as ST responsible, they will continue to be "taken advantage of"I think every executive of this organization should be forced to go through the same painful process I have and then determine if they believe it is acceptable
Please also submit to me a copy of the company's code of conductI am struggling to find this information on their website
Final Business Response /* (4000, 9, 2015/04/28) */
We are sorry the consumer had issues
As the consumer stated we have reimbursed them the cost of the warranty and the price of the warrantyAt this point there is no further compensation we can offer

05/01/I have had a claim for a $Samsung Tabtablet since October 2015.I have called dozens of times and been told a different story every time
I have been told the check is in the mailI have been told the check was for the wrong amount and cancelledI have been told a check for the correct amount would be sent right outI have been told the representative would call me back the next day to follow up
No one has ever called meI have asked to speak with a supervisor but the answer is always no with no reason givenI also paid $for a deductible when I sent my tablet to Square TradeI have asked for my Tablet and $copay to be returned but the representative would not even respond to that request
I have been told I needed to send my tablet to Square Trade when I had already done that using the address label Square Trade emailed to me
I have never received a check or my tablet back.Square Trade Company are crooks and liars

Initial Business Response /* (1000, 5, 2015/04/21) */
We are sorry the consumer had an accident with their device
The claim was not processed properly or the correct information was given to the consumer on the process of completing the claimWe are addressing these issues with the
specialists involved
We are processing a payment for the item at the price paid for the item and are refunding the consumer the warranty price due to the poor service this consumer experienced

Initial Business Response /* (1000, 6, 2015/03/05) */
We are sorry the consumer had an issue with our warranties
Warranties are set up for specific productsThe warranties the consumer purchased were not for specifically tablets but for general consumer electronicsIt looks as if the
specialist at SquareTrade did not follow up with the consumer to ensure the correct category for the warranty was sold
We do consider tablets as "consumer electronics" as well and will honor the consumer's warrantiesWe have contacted the consumer so they understand this
We are following up with the information the consumer gave us to confirm that the email does belong to a SquareTrade specialist

Initial Business Response /* (1000, 6, 2015/03/26) */
We are sorry the consumer had issues with the replacement phone
As agreed we have processed a refundThere was an internal delay in processing the checkWe have re-processed the check and are shipping the check overnight
Initial Consumer Rebuttal /* (2000, 8, 2015/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a check for $99.99, as promised by the SquareTrade, IncThey lived up to their promise

Initial Business Response /* (1000, 5, 2014/04/03) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for the confusionSquareTrade has always started our warranty coverage from the date of purchase, not after the manufacturer's warranty endsThe reason
for this, is not every manufacturer offer a year warranty, and the SquareTrade coverage offers more protectionFor instance, we offer coverage for power surge and lightning strikes, which most manufacturers will notIn your case, we also offer protection against drops and spills, which is not covered by manufacturersSo, you do get value for your warranty, but I understand that if the store management had messaged our coverage to you incorrectly, then your expectations have not been met
I will have a training supervisor contact your store to provide additional training
I also see that you've been refunded by the store for your warranty, so this case should be all setIf not, please let me know and I'll help you sort this out
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/08/27) */
We are sorry the consumer had issues with their device
The claim was not processed as we were waiting for the purchase receipt to be receivedWe are unable to process claims without the purchase receipt because we need to have
documentation to confirm the price, date of purchase and what device was purchasedWe did make an exception in this case and once we updated the account to show that we would make the exception the system informed the consumer (erroneously) that the receipt was received
For reasons unknown to us our attempts to contact the consumer failedDue to not having any response the claim was not processed
We will not attempt a repair at this point but will payout the consumer the warranty value of the washer
We have contacted the consumer to let them know we have approved and are processing the claim

Initial Business Response /* (4000, 8, 2015/01/19) */
We are sorry the consumer is experiencing an issue but according to our records we made a payment to the online account we have on file
We are corresponding with the consumer to confirm that we have the correct account
Initial Consumer Rebuttal /* (2000, 10, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Took several weeks of badgering before they would do somethingOnly did so when I contacted the Revdex.com

Initial Business Response /* (1000, 5, 2014/11/18) */
We are sorry that the consumer experienced such a delayWe cannot control the delays in receiving parts needed to repair the unitWe started processing a payout on November The Consumer should receive the payment by December

Initial Business Response /* (1000, 5, 2015/11/05) */
We apologize the consumer is having issues with their device
Our Assurance team is in the process of verifying the consumer's claim interactionThe consumer has been contacted via email and phone but we have yet to receive a
response
We have provided the consumer with the appropriate contact information to resolve this issue and we will reach out to them again to rectify their concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a phone call from SquareTrade regarding thisI did receive the email and have called the phone number and extension providedI left a message Friday November 6, and another message the morning of Monday November I still have not received a call back from SquareTrade to resolve this issue
I can be reached at XXX-XXX-XXXXPlease call me to resolve this
Final Business Response /* (4000, 9, 2015/11/11) */
We have been in correspondence with the consumer and provided an appropriate resolution for the complaintThe consumer accepted the resolution and will be taking the necessarily action to close the claim
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company eventually mailed a check to reimburse me for my deviceOnly took weeks for a final resolution from when my device first broke
Supervisor I dealt with acted like they were doing me a favor to honor the claim

Initial Business Response /* (1000, 5, 2015/11/18) */
We apologize the consumer had issue with their device
The consumer has been contacted and agreed to the suggested resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I haven't been notified they received the returned defective phone nor that a payment has been sent to my paypal, I did receive a call from square trades conflict resolution deptafter I filed complaintI will state it is resolved when resolution is completePayment received
Final Consumer Response /* (2000, 10, 2015/11/24) */
I received the check for $in the mail ( even though suppose to go to PayPal) sit my issue is resolvedThank you Revdex.com because I was getting nowhere by mysel; many lengthy phone calls (holds), trips to repair shops and months worth of messed up refurbished phones

Initial Business Response /* (1000, 8, 2014/08/18) */
Hi ***,
This is *** ***,the Resolution Manager at SquareTrade
I am so sorry for the delay on that repairI'm glad we were able to proceed with getting a full reimbursement for you instead
You should have the check for
your computer by nowIf you do not, please let me know and I'll check into it for you
Thank you,
*** ***
Initial Consumer Rebuttal /* (2000, 10, 2014/08/18) */
I am letting you know that this case has been resolvedSquare Trade reimbursed me my original sales cost as per their claim of a day turn around did not occurIt took three attempts to resolve this with them directlyI thank Revdex.com for assisting me in resolving this and acknowledge that once I reached higher level managers, the case was taken care of immediately
Thank you,
*** ***

I purchased a tablet at Sam's club, and of course they convenience you to purchase the year warranty packet that covers all damages & cracksSO I DID Unknown to me it really wasn't a two year warranty It was a ONE TIME FIX warranty We all know, kids a extremely rough with electronics and they tend to drop things (which is why I purchased the warranty) They fixed my cracked screen ONE time The next time I call to file a claim they tell me I've REACHED MY LIMIT! WHAT! I've only had this item fixed ONE time The customer service agent tells me "Ma'am it is a two year warranty and something went wrong in that two years we've fixed it once now there isn't anything we can do about Sorry your case has been closed and your warranty has expired!" WOOOOOW Never again I was scammed out of my money Had I known this I would have never purchased any electronics from SAM's CLUB or any place that offers SQUARE TRADE as their WARRANTY NEVER AGAIN

Initial Business Response /* (1000, 5, 2015/03/05) */
We are sorry the consumer had issues with their phone
One of our repair options is to send a replacement phone to the consumer, if availableWe currently do not have the iPhone available for replacementIn this case we would offer
sending the phone to our depot for repair or having the customer find a local repair shop, have the repair done and reimburse them the full cost of repairAt this point we have processed the claim for a local repair and the consumer's payment is being processed
The experience the consumer had, however, was not the kind that we want our customer's to haveWe are going to refund the deductible the consumer paid as an apology for the poor experience

Your warranty service sucks big time! Received an email that my replacement phone would be arriving in 2-business days That was 4-business days ago! I have been on the phone now on hold for overminutes and counting which is ridiculous~! I think Square Trade outsources their phone service as well