SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/10/29) */
We are sorry the consumer had the bad experience. As per our Terms and Conditions we cannot reinstate a warranty after the warranty has been canceled unless it is within 30 days of the warranty purchase. The agent did try to reinstate the...

warranty and was unable to.
Due to the poor experience the consumer had and the fact that the consumer is only requesting the fair reimbursement for the repair we will be sending a check to the consumer in the amount of the repair - $440.76. The refund of the warranty would be the amount if the consumer cancelled the warranty after the reimbursement of the repair took place.
We will contact the consumer to let them know how we will resolve this complaint.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response from Square Trade is fair and completely satisfies my request. Thank you!

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry the consumer had a delay in the repair. The web site on our "SquareTrade Promise page states, "Your item will be fixed in five days or less after we've received it or your plan is free (guaranteed)." It does not state we will...

reimburse you the price of the item. We will refund the warranty price to the consumer as the specialist offered.
Also the email from us states that if there is a delay in repair "we may simply reimburse you". It does not state we will reimburse you.
The unit was repaired and is scheduled to be delivered on December 9.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unambiguous "5-Day Service Guarantee" on SquareTrade's website states in full and without any further elaboration: "We'll repair your item in five business days or less after we've received it, guaranteed." When a repaired laptop was not returned to us within the guaranteed time frame of "five business days or less," we had no choice but to purchase another laptop. As previously mentioned, this guarantee for a speedy repair was the reason for which we purchased a laptop warrantee through SquareTrade. This same guarantee still remains advertised on SquareTrade's website (http://www.squaretrade.com/laptop-warranty) under the heading "Why Choose SquareTrade" as of today's date, December 24, 2014. Please also note that when the stated guaranteed time for an item to be repaired had elapsed and we inquired further, we were offered no reasonable date as to when to expect the laptop.
Final Consumer Response /* (3000, 15, 2015/06/19) */
As of 6/19/15, we still have yet to receive the reimbursement that SquareTrade promised on 12/9/14: "We will refund the warranty price to the consumer as the specialist offered." Please note that we have waited for the above stated compensation, but have still received no refund in any form.
Final Business Response /* (4000, 17, 2015/07/01) */
We are sorry the consumer did not get the refund of the warranty as promised.
For some reason the refund was never processed. We are going to expedite the refund and the consumer should receive the refund by the end of this week.
We apologize for the breakdown in our process and we are addressing the reason it happened so it will not happen again.

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had these delays with their claim.
Sometimes when the data is transmitted from our resellers it does not get loaded into our database. When a consumer calls in to file a claim, in that case, the warranty that...

they have purchased (and have documentation showing it has been purchased) does not show in our database.
We were able to do some research and find the warranty allowing the consumer to file a claim.
Due to the delay in service we reimbursed the consumer the warranty price.
We emailed the consumer this information.

Initial Business Response /* (1000, 6, 2014/08/06) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion on this case. It takes us a few days to process the refund, but the actual timeframe for you to get it, from process to having a check...

mailed out to you is about 7 business days.
There shouldn't be any reason why we would deny a refund request, so I'm not sure why our agent told you we have to decide on the refund. I'll circle back to his manager regarding this.
Your refund is in process, please give us a few days to get that check to you. We unfortunately can not refund this to your credit card. This was a warranty purchased through one of our partner companies, and your credit card information was not relayed to SquareTrade.
Please let me know if you have any other questions or concerns.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
well it has been the 7 business days that your company stated it would take to process and for me to receive the check and I got the mail today and still nothing. somethings just not right and I think you people need to fix a few things with your company so things like this never happen to other customers. at this point I have my doubts that I will receive this so called check. also you say that you cannot refund to my card because I bought the policy through a partner company, but there is an option on the website to link debit or credit cards to a users account, which I did do. so its not like the company didnt have my card info to refund directly. either way this is the most bogus issue I have ever had with a warranty company. I just want me [redacted] money back and it seems its gonna be a very long process. I ask send it via overnight or refund to my [redacted] card. enough with the [redacted]
Final Business Response /* (4000, 10, 2014/08/26) */
Hi [redacted],
You should have the check by now. If not, please let me know. I've tried contacting you to confirm, but it looks like we were disconnected. If you need anything, please let me know.
Thank you,
[redacted]
Final Consumer Response /* (2000, 12, 2014/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/06/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for this disappointing news. But our warranty offered on our website is clearly indicated to only cover new items. Unfortunately, we are not able to...

individually verify every invoice submitted through our purchase verification at the time of submission.
Unfortunately, your tablet does not qualify for the coverage purchased. We will offer you a full refund on your warranty, but we will not be able to approve your claim.
If you want more information, please contact me at [redacted]@squaretrade.com.
Regards,
[redacted]

DO NOT USE THIS COMPANY UNLESS YOU WANT TO THROW YOU MONEY AND TIME AWAY. THEY TRIED TO FIX AN IPHONE 6 FOR US, AND ENDED UP BREAKING IT COMPLETELY. THEY SENT US A FAKE CHINA APPLE REPLICA, AND WE SENT IT BACK AND TOLD THEM THEY NEEDED TO SEND A CHECK, AND THEY SAID THEY WOULD AND THEN WE RECEIVED YET ANOTHER FAKE CHINA APPLE REPLICA. THERE ISN'T ONE AMERICAN LANGUAGE SPEAKING PERSON AT THIS COMPANY. THEY ARE TAKING YOUR MONEY AND YOUR TIME AND THEY JUST HOPE YOU WILL WEAR DOWN..... DO YOUR HOMEWORK, DO NOT USE SQUARE TRADE, THEY ARE TAKING THEIR CUSTOMERS DOWN A VERY LONG EXPENSIVE ROAD AND UNLESS YOU HAVE ALL THE TIME IN THE WORLD TO SIT ON HOLD ON A DAILY BASIS, YOU WILL NEVER GET WHAT YOU HAVE PAID FOR.

Initial Business Response /* (1000, 5, 2015/08/26) */
We are sorry the consumer has an issue with their device.
SquareTrade TV warranties do not offer coverage for any damage.
The warranty was never cancelled and is still active. What was denied was the claim that was placed for the...

damage. As the consumer agreed with a manager that they will send a photo of the damage and we will evaluate it to see if we can still keep the warranty in place.

Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer had issues with the delivery of their device.
We did not have the phone in stock so we ordered a replacement phone. There was a typographical error in the address and the phone was returned. We have no answer as...

to why the consumer was not responded to in a reasonable amount of time. We are addressing the issue of not getting back to the consumer and the long hold times.
We have reordered the phone and it is scheduled to be delivered on August 20. We have refunded the deductible and the amount paid for the warranty up to this point. We are in contact with the consumer and they are aware of what we are doing.

Initial Business Response /* (1000, 5, 2015/08/25) */
We are sorry the consumer had issues with their device.
The warranty that was purchased was purchased for the incorrect coverage amount. According to the consumer he specify requested from the SquareTrade representative to get full...

coverage for the tablet.
For that reason we are making a one-time exception and will reimburse the consumer an additional $200.
We have contacted the consumer and made them aware of the reimbursement that we are sending. We also made the consumer aware of the fact that they have 30 days to purchase a warranty from the time they purchase a device and they need to confirm the warranty coverage within those 30 days in case we need to have the consumer cancel the wrong warranty and purchase a correct warranty.

Initial Business Response /* (1000, 5, 2015/03/10) */
We are sorry the consumer has not received his payment.
According to our records the check was processed on January 8. The payment to Paypal was for another transaction. The address we have on file is unverified by the USPS so the check...

was not delivered. We will find a proper shipping address and have the check sent overnight.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business handled it professionally and is sending my check overnight via FedEx.

Initial Business Response /* (1000, 5, 2014/03/26) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am so sorry for this case. I just checked in with the manager of our mobile services team and was informed that this was a clerical error on our part.
[redacted]...

did send in an investigative ticket on 3/21/2014 after speaking with you and mobile had refunded the $350 back to the same card that was charged on that day. Please check your credit card, you should see the $350 credit by now.
If you do not, please reach out directly to me at [redacted]@squaretrade.com and I'll take care of that for you.
Again, I apologize for this error. I know how frustrating it is to have to deal with these types of issues. If you've incurred any sort of late or bank fees due to his error, please let me know, I will reimburse you for these fees.
Regards,
[redacted]

We are sorry for a** confusion experienced during the claim process.
Currently, the consumer's check is en route and would recommend referring to our resolution specialist who she has been working with for all updates. We understand your frustration and appreciate your patience.

Initial Business Response /* (1000, 5, 2015/07/29) */
We are sorry the consumer had issues with their warranty and with our customer service group.
We have confirmed that the warranties in question are both active. We are following up with the proper department at SquareTrade to make sure...

the warranties remain active and payments are made.
We are addressing the issue with not having enough specialists to answer the phones. We are hiring more specialists to that the wait time to answer the phone is being reduced.
We have spoken with the consumer and have addressed these issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from "[redacted]" yesterday and he assured me that he is looking into everything and will get the billing issue taken care of. He indicated that I would hear from him within the next 2 weeks. I marked this response "no" because everything has not been completely resolved yet. [redacted] was very nice and I am taking him at his word and once everything is done I will mark this section "yes".
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by "[redacted]" that I would be hearing back from him with a resolution and that has NOT happened. I am not understanding how this can be so complicated! Is this a sign that there is a much bigger problem going on with how you treat your customers and how you bill them? From my point of view as the consumer it is pretty straight forward. 1. Make sure the billing for my account and my wife's account is accurate! 2. Make sure there is NO lapse in coverage since we have done nothing wrong and NOT missed a payment. 3. Get the information in YOUR system fixed so that it pulls the money ON TIME every month. We I first filed this complaint I was giving your company the benefit of the doubt and NOT asking for anything. Now, with the frustration, claims that have not been followed through on etc. I think my wife and I should get our warranty for free! But if you don't want to do that THEN GET IT FIXED!
Final Business Response /* (4000, 18, 2015/09/11) */
Hi [redacted],
We have confirmed that the current billing cycle was complete and both warranties are current and active. The consumer should have no issues when filing a claim.

Initial Business Response /* (1000, 5, 2014/05/05) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
As some of our agents have messaged to you, software and data are not covered under our warranty.
You had a problem with the harddrive on your laptop and had...

filed a claim for that. We approved you for a repair. During the approval, we asked that you back up any data that's possible prior to shipping it in for repair, as the likely repair resolution would be a replacement of your harddrive. The the unit was repaired, we shipped the laptop and the original harddrive back to you.
If you need the data on that drive, you still have the option of contracting a recovery service of your choice to do this. Please be aware that data recovery on defective harddrives is a very involved and specialized service and, unfortunately, beyond the scope of our warranty.
To address your point that the laptop is "not whole." It is a fully functional laptop that only requires the necessary backup discs to perform as before. These backup discs would have been provided by your manufacturer or you would have been prompted to create a set during your initial computer set-up. Had these discs not been created, of if you've lost the original discs, you can also purchase a replacement copy from the manufacturer for a small handling fee.
I'm sorry that your harddrive failed, but we did provide you with a quick repair and also sent you the original harddrive to facilitate data recovery. I hope you luck in recovering your data.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response received , however disagree with some of the statements presented as follows...
"During the approval, we asked that you back up any data that's possible prior to shipping it in for repair" -
My rebuttal: software is not data, it is an operating system program, it is also copy-protected and not possible to backup; data is files, spreadsheets, pictures, videos, etc (in which I did back up)
"It is a fully functional laptop that only requires the necessary backup discs to perform as before" -
My rebuttal: laptop is NOT FULLY functional as critical pre-loaded features and programs have been lost(MS Office, WebCam, Adobe, Security Assistant, Program Manager); laptop now has greatly reduced functionality
To restore the product to it's original state, it was necessary for me to additionally purchase Backup Discs and perform the re-installation at my own expense.
At this time, going forward, I would hope better instructions and options are presented before the actual repair process & work is started..
Final Business Response /* (4000, 9, 2014/05/09) */
Hi [redacted],
I'm glad you've been able to get the backup discs and reinstall it onto the laptop.
But to address your point, the backup discs is really the computer user's responsibility to acquire. Most manufacturers would ask you to create the backup copy during your initial setup. Unfortunately, having to buy the discs is a necessity for anyone who has a failed harddrive. There isn't really a work around to this from a repair standpoint.
Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm not happy with all the events, I do appreciate the fast response time not only from [redacted] (Resolution Mgr) but also the actual service work/return performed...thank you SquareTrade and Revdex.com..

Our Assurance Team has emailed the customer regarding this issue. That department can assist with any concerns if the customer replies back to that email. The team will reply within 24 to 48 business hours

Initial Business Response /* (1000, 14, 2014/07/22) */
Hi [redacted]
I am [redacted], the Resolution Manager at SquareTrade.
Thank you so much for speaking with me today. I am so sorry for the back and forth on this. As we discussed, once you performed the hard reset, and the issue was...

still there, we should have taken it in as a hardware issue. I'll address this with the agent you spoke with as a training opportunity.
I'm glad the QVC was able to make it right for you, but I'm going to be following up with them to make sure we cover their costs for your refund. I'll also be sending a refund of the warranty money back to [redacted] so you'll be completely set on this claim.
If you have any questions or concerns, please let me know.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 16, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have not received any follow up emails from the consumer.  Another voice mail has been left with direct contact information to our resolutions team to assist in resolving their issue.  We have also sent another email with this information as well.  At this time we are unable to access the consumers account to provide a resolution for their issue.

I will not do business with Square Trade again - I purchased a protection plan for my Galaxy Note last September. Today the phone did not power on for some reason. I called Square Trade and they told me to get the phone repair locally and I refused to do so, the fact that they told me if I needed a replacement I would get one. After spending over an hours with them on the phone and they told me they would submit a claim to have a new phone ship out the next day, but I have to pay them $50 deductible first, which I did. The following day I received an email below. I contacted them, and I was told that the warehouse cannot locate a new phone and therefore they will submit a new claim and send me a full payment for $796, which I refused to accept, I told them I cannot run my business without having the phone for 10 days or more. I asked them to cancel my contract and refund my deductible, and told them that I will file a complaints with Costco and Verizon.
"Congrats! Your claim is approved, and you're eligible to receive a payment of $796.00. Here's what you need to do before we can release your payment:
Your item will not be returned to you. Any data not backed up will be lost.
Use a sturdy box and bubble wrap to pack your item. Pack only your item, its battery, and its charger/AC adapter.
Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us.
Once your item has been verified, we'll release your payment (can take up to 10 business days). If you have questions or want to schedule a call with one of our specialists, just visit squaretrad[redacted]".

Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is having problems with their phone.
The warranty expired 2 months ago and we are unable to do anything for the consumer.