SquareTrade, Inc.

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, 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

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, 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,
***

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, 2014/04/03) */
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, 2015/01/19) */
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, 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, 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

Sent all needed paper work inWas given a approval with claim number to get my chair fixedNow they say reciept not good enoughWhy did they approve it in the first place?
They will not pay me what is owed to meThis has been going on since MayTotal crooks as far as I am concernedTerrible customer service a big jerk aroundPeople stay away from these peopleNot worth the paper it is wrote on Claim number ***

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, 2014/06/23) */
Hi ***,
This is *** ***, the Resolution Manager at SquareTrade
I am sorry about the hassle on thisBut I am happy to hear that one of our agents was able to get this case resolved for you
If you need anything else, please
feel free to give us a call
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */
We called Square Trade again last night, after not being called by a supervisor, and spoke to *** After a discussion of the day policy she waived the deductible on a one-time basis and a replacement phone is on its wayThe mention of a Revdex.com complaint seemed to provide the necessary encouragement to resolve the issue, we're hopeful that the new replacement phone lasts longer than the previous

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, 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

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*** *** *** *** *** *** ** *** *** *** ***
*** *** *** ** *** *** *** * *** ** ***

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

Initial Business Response /* (1000, 8, 2014/10/13) */
We are sorry for what the consumer is experiencing, however SquareTrade is a warranty companyWe do not sell credit card readersNor do we have services to allow us to collect funds from transactions and deposit those funds into a
consumer's account
We suggest the consumer find the company that they have their billing service through and file their concerns with that company
Initial Consumer Rebuttal /* (3000, 10, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously the wrong business has been contactedThe correct business is:
Square Reader
*** *** St
Suite ***
*** *** CA XXXXX
Final Business Response /* (4000, 12, 2014/10/16) */
Please let Revdex.com know that this case is resolved and open a new case with Revdex.com for the other business
Thank you

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, 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