SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2014/04/03) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for the delay on this claimI'll have an agent contact you to help you get this case resolved
Thank you,
***
Initial Consumer Rebuttal
/* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard back from Square Trade regarding my IPad, I want to update you on the lack of progress or resolution
*** ***
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/21) */
We apologize for the issue the consumer experienced with his devicePer the Terms & Conditions the SquareTrade warranty does not cover items infested with bugsThe consumer has been refunded for the full amount paid for the warranty
The consumer has been contacted by phone & via email to discuss the claim
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 6, 2015/06/23) */
We are sorry the consumer that we have not been able to return the consumer's hard drive back to them
One of our specialists is following up with the repair depot to find the hard drive and have it shippedBecause of the delay we are
going to reimburse the consumer the cost of a replacement driveWe are in contact with them so they are aware of the reimbursement

Initial Business Response /* (1000, 5, 2014/07/29) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I'll have a resolution agent contact you to get this payout handled for you right awayI am so sorry for the delay
I'll also be reviewing your interactions
with our agents and will provide corrective feedback and identify training opportunities as needed
Regards,
***

Final Consumer Response /* (2000, 6, 2015/01/27) */
After many attempts I did receive my full refund through paypalThey contract says it would take days to repair or full payment which ever comes firstI sent the item in for repair on the first but did not get refund until Jan

Initial Business Response /* (4000, 8, 2014/06/17) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay in thisOur refund process can take up to two weeks from request to receipt at your houseBased on the date of the request, I would imagine
that you should receive the check in the next day or two
It takes us a few days to request a cancellation and then resend to PayPalIts probably best if we just wait another day on the checkI'll have an agent contact you tomorrow; if the check still isn't there, we'll go ahead and cancel it and proceed with getting you a PayPal payment by the end of the week
Thank you,
*** ***
Initial Consumer Rebuttal /* (4200, 10, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the mail today and did not receive my check from SquareTradeI need the refund to go in my PayPal account at ***@gmail.com
Final Consumer Response /* (2000, 14, 2014/06/25) */
Resolved

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer experienced these issues
One of the ways we have items repaired is have the consumer pay for the repair and we will reimburse the consumer the cost of the repairThis is how we would handle this particular
complaintWe have contacted the consumer and given them instructions for sending a copy of the receipt to us so we can reimburse them
Initial Consumer Rebuttal /* (2000, 7, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company honored its contract and paid the repair, and also went above and beyond and refunded the price we paid for the warranty

Initial Business Response /* (1000, 5, 2014/07/29) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am so sorry for the delay and cancelled appointment for your TV repairBased on the hassle you've had to deal with, I wanted to proceed with getting you a full
payout for your TV and refund on your warranty, so you can simply buy yourself a replacement TVI will have an email sent to you with a bit more information
I've left you a voicemail with my direct contact info, please feel free to contact me directly if you have any other questions or concerns
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with the resolution
Thanks,

Initial Business Response /* (1000, 5, 2014/03/28) */
Hi ***,
I am *** *** the Resolution Manager at SquareTradeI am sorry for the confusion
It looks like you've already been helped by one of our Social Media supervisorsShe found that your warranty was reported as canceled
by our reseller,but has since reinstated your warranty and we're proceeding with repairs
Please contact us if you need any further assistance with this
Regards,
*** ***

Initial Business Response /* (1000, 5, 2014/07/22) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay on this repairYour claim had been submitted
incorrectly initially and was subsequently cancelled by our system
I will have an agent contact you today and we will do our best to expedite a repair for youI will get you a full refund on your warranty for the delay we've caused you
If you have any questions or concerns, please let me know
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were contacted initially by Square Trade after submitting this claim and even sent the replacement partNow we are still waiting for the refund we were told we would also receive and for a technician to contact us about installing said replacement part....been a week since the part arrived but we've had no further contact as promisedI guess we will continue waiting
Final Business Response /* (4000, 9, 2014/08/11) */
Hi ***,
It takes about a week or so to get that check out to youPlease give us a few more days on that
I'll follow up with our repair service to get a tech out to you ASAP
Thank you,
***
Final Consumer Response /* (2000, 11, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not personally spoken with *** over this matter but he has been keeping in touch with my husband and has been really helpfulWe received the check as promised and really that wasn't something I had been expecting*** from Square trade really has stepped up and done everything within his power to get our issue resolvedThe repair guy will be at our house today so with any luck we should be up and running todayThank you *** for really going above and beyond to resolve this issue
Business Response /* (4000, 18, 2014/08/15) */
Hi ***,
Thanks for your patience and understandingI do want to help you folks get this resolved, and am sorry its taken so long
We will go ahead and get you a full refund on your TV, I'll follow up with accounting to make sure you get it in a timely manner
If you need anything else, please don't hesitate to contact me
Regards,
***
Consumer Response /* (-5, 21, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well it's been almost weeks since the techs tore apart my TV but couldn't fix it with the part sent to us from SquaretradeStill no refund in the mail....We found a replacement but can't purchase it till that happensI have never had so many problems with a business:(
Consumer Response /* (-5, 23, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just wanted to add that they are also no longer answering our calls nor returning our callsJust a recap, we submitted the claim over two months ago Our TV is still brokenWe have received a defective replacement part and a refund of the original warrenty price but neither of those help in any way to fix our TVTo add injury to insult the techs they sent to our home stole a pocket knife that was a Christmas gift to my husbandI realize that this isn't directly Squaretrades fault but they were the ones that sent these people to our homes...I guess what I don't understand is how they can ship me a defective part that takes at the most days to arrive but a simple refund check takes going on weeks
Consumer Response /* (3000, 26, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Day TV is still broken*** no longer answers our calls nor returns themWe have the defective board that they sent initially and the $they refunded to us for our inconvenience thought $is to be used to replace the pocket knife stolen by the technician that was sent to our home to fix the TV but couldn't due to the previously mentioned defective boardThe refund we were promised by *** two weeks ago has yet to arriveI'm not holding my breath
Consumer Response /* (2000, 29, 2014/09/02) */
*** got back to us...I have to say that though getting this issue resolved was frustrating and took way too long *** has been awesomeWent above and beyond in my opinionI only wish he had been the original person to assist us instead of the guy that had to clean up the messFull refund came in the mail todayThank you ***

Initial Business Response /* (1000, 5, 2014/11/05) */
We are sorry this consumer had issues with being paid but SquareTrade is not the company that dispatched them and we would not be paying themThe were dispatched by Rapid Electronics Repair and they are responsible for paying them
If
the consumer wishes to continue a complaint they need to lodge against the company that dispatched them
We see in our records the company doing the dispatch is sending our the payment tomorrow
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer is a Square Trade customer, Square Trade sought out a company to take care of their warranty issueRapid Electronics Repair is connected with Square Trade some howPlease contact the company who received the dispatch to finish paying outWhy would rapid repair electronics pay someone to repair a unit that is not under their contract, and that of Square Trade's?
Final Business Response /* (4000, 9, 2014/11/10) */
We are sorry for the delayed payment but we do not directly pay the service technicians that are dispatchedWe have made contact with the shop that dispatched the service and is responsible for paying the consumer to confirm that the payment is being made

Initial Business Response /* (1000, 5, 2014/03/28) */
Hi ***,
This is *** *** the Resolution Manager at SquareTradeI am so sorry for the delay on this caseour typical turn around is within business days for in home servicingI will look into this and see what failed on this
process
Since the repair has been so delayed, I'll provide you with a full refund and reimbursement on your scanner
You have my direct contact info, if you need anything else, please feel free to contact me and I'll do my best to assist
Regards,
*** ***
Resolution Manager, SquareTrade
Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did get a full replacement on the scanner via an Amazon gift Voucher*** had also said he was going to refund the cost of the warranty purchasedI explained to him that the credit card we used to purchase both the scanner and warranty had been closed due to fraud charges on the card last SeptemberI wanted to give him the new number to credit and he said it didn't matter, that the bank will correct itAs of today, which is April 4, a credit has not appeared on our VisaI would like to see the credit before I close this complaintI did send an email to Square Trade explaining this and have not received a response except a satisfaction survey
Final Business Response /* (4000, 10, 2014/04/08) */
Hi ***,
I'm not sure if we got a chance to discuss the refundSince the warranty was purchased through Amazon, I could only refund it back to the card that you used on Amazon
If you have a different card with the same company, they should be able to credit you with that moneyOtherwise, the credit card company is obligated to send you a check if you have not accounts with it anymore
If you do not have a credit from the credit card company, please send me an email at ***@squaretrade.com and I'll see if I can help escalate this for you
Regards,
*** ***
Final Consumer Response /* (2000, 12, 2014/04/08) */
As of this morning, 4/7/14, I checked my Visa and there is a credit posted for the cost of the warrantyI am satisfied that we can close this complaint

Initial Business Response /* (1000, 5, 2015/03/19) */
We are sorry the consumer had these delays with their claim
Our depot did confirm that the phone was not repairable but there were delays in returning the phone to the consumer so we can process the claim by sending a replacement phone
We did not have the phone in inventory and purchased a replacement phone for the consumer
Through no fault of the consumer the phone was delayed
We are going to refund the deductible because of the poor service and refund the warranty price for the delay of repair
We are in contact with the consumer so that they are aware of the situation

Initial Business Response /* (1000, 5, 2015/10/09) */
We are sorry the consumer had issues with their device
Claims can be filed 24/We do not know why someone informed the consumer that the department is closedWe will address this as it is a training issue
When the consumer called
to file a claim on the replacement phone the specialist was able to get the phone to work but only brieflyAs the consumer stated we were able to get a supervisor to get them a working phoneWe will under many circumstances reimburse the consumer the price of replacing the non-functioning replacement phone and will process a payout for a newer model phone because the model the consumer has is no longer available but these are exceptions
The process the consumer experienced is not SquareTrade wants their consumers to experienceWe are going to refund the deductible as well as the warranty price
We have contacted the consumer to alert them to what we are planning to do
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I truly appreciate your response and measures taken to ameliorate the situationSuperior customer service is unfortunately becoming elusive in our world so when it does happen I'm the first to give praiseHowever, when a debacle such as what I experienced occurs it's quite difficult to overlookYou have made things betterThank you
Some additional feedback:
I want to point out the difference in the replacement phone packages I receivedThe first one having only the phone body enclosed; the second package had the phone body, the back plate, additional charger and an additional batteryPretty inconsistent if you ask me
When my calls were answered I was asked a long list of questions about the details of my claim, only to be transferred each time and asked the very same questions againThis happened each time I got a CSR on the phoneThere should be a function in place that tracks the claim information and transfers with the caller to avoid the aggravation of repeating the dialogueMy preference was to accomplish all this online but it always resulted in a error messageAgain, this was very frustrating
The CSRs need to rein back on the amount of "I'm sorry's"After about the 5th one it loses it's sincerityStart with one apology, offer and deliver solutions, then end with an apology if necessaryApologies don't need to be in every responseIt becomes meaningless and nerve-racking
***
So far, this replacement phone is working up to standardsI have received the deductible refund to my credit card account and anticipate I will have a check this week for the price of the warranty
Again, thank you for your prompt and courteous resolution

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer had the experiencing they had
We are corresponding with the consumer to ensure that they get the full payout as they were promisedDue to their poor experience we are also making a one-time exception and
reimbursing the customer the warranty price as a gesture to show we are willing to work with our customer to provide a better experience

Initial Business Response /* (1000, 5, 2015/06/18) */
We are sorry the consumer had issues with purchasing a new warranty for his replacementAfter reviewing the history, we reached out to the consumer and welcomed him to purchase a new warranty for the replacement, per his request
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
I was contacted by SquareTrade and they have graciously offered to honor their representative's promise and accept my money to purchase the new plan
I have placed the order for the new plan and am 75% sure all is wellI guess I will not really know unless something terrible happens and I have to file a claim
But as of now, it seems this complaint has been satisfiedThank you

Initial Business Response /* (1000, 5, 2015/02/18) */
We are sorry the consumer had an issue with their device
We have no documentation from our shipper that the unit was sent to usThe consumer has no documentation that the unit was shipped
Without documentation we will not be able to
process a payout
In this case, however, we will make an exception as there could be a possibility that the label we generated for the consumer was not properly generatedWe will process the payment for the consumer
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its bad I had report Revdex.com bthey would take care of problemI have other warranties with them, I wish I never purchasedHopefully I won't need file another claimHorrible experience with this company
Final Business Response /* (4000, 9, 2015/03/09) */
We are sorry the consumer had an issue
As per our Terms and Conditions we are not obligated to payout for an item that we have not receivedAs a sign that we do work with our consumers to provide exceptional service we made an exception and did payout the consumer

Purchased two year plan and within one year I filed one claimThey could not repair or replace it so paid me off for the phone and cancelled my year plan after one yearThis was not the agreementEthically they should at least transfer the remaining service to the new phone but no, they kept the full price of the two year plan payment and the deductible, I am out a total of $for the transaction*** *** *** *** *** *** ** *** *** *** ***
*** *** *** ** *** *** *** * *** ** ***

We are sorry for any issues the consumer had with their device
arial, sans-serif>Looking into the consumer's account, it appears the warranty purchased for the consumers device did not have accidental damage from handling coverage.
We are sorry for any miscommunication the consumer experienced At this time we are processing a reimbursement of the consumers warranty cost

Initial Business Response /* (1000, 5, 2016/02/02) */
We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device was beyond economical repair so we offered to payout the consumer for their devicePer our Terms & Conditions "depending
on the product and failure circumstances, at Our discretion, we will either:repair your product, or; provide 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; replace your product with a product of like, kind, quality and functionalityThe consumer requested a replacement device instead and we provided a replacement
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a replacement phone eventually, days later than promised and a different model than what I submittedThe company tried to pay me significantly less than the cost of the phone and they never indicated they had the option of not replacing the phone except in fine print in the original contractAll their emails promised great customer service, overnight return and none of that occurredTheir failure to acknowledge the multiple errors is disingenuousI was told by one person they wouldn't repair it because it was an obsolete modelI was told by another they wouldn't replace it because it was too new of a modelNo one knew what model phone I sent in!
Final Business Response /* (4000, 9, 2016/02/16) */
We apologize for any discrepancies the consumer experiencedWe have pulled all the calls between the consumer & claim specialists for review to ensure any training issues are addressed