SquareTrade, Inc.

On April 1, 2016 I received an email from [redacted]. In his email he indicated that SquareTrade will indeed provide me with a full warranty reimbursement of $1,949. Attached to the email was a pre-paid shipping label for me to mail their provided Surface back to them.I mailed their Surface back to them on Saturday- April 2, 2016 (Fedex Tracking #[redacted]).I will keep this complaint open with the Revdex.com against SquareTeade until SquareTrade actually issues me the $1,949 reimbursement. At that time, I will close this complaint.

Initial Business Response /* (1000, 5, 2014/09/03) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I am sorry for the delay on this case. It looks like the depot was waiting on a parts delivery and that kept getting pushed back.
We've decided to proceed with...

getting you reimbursed for the computer instead of waiting for the parts order. I'll have them pull your harddrive and ship that back to you. I'll get you tracking information as soon as I have it.
I've left my direct contact info in a voicemail to you. Please let me know if you have any further questions or concerns, OK?
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept the response if the personnel involved were trustworthy. However, I've had to continually chase down the customer service people, who kept putting me on hold for extended times. I was repeatedly lied to by those persons with respect to what was taking place concerning my laptop and cheque. It is abhorrent for customer service to blatantly lie, and since at least three of them did it, one is led to the inevitable conclusion that this is part of corporate policy. Until my cheque and hard drive are in my hands, I do not accept the response.
Final Business Response /* (4000, 18, 2014/10/01) */
We are sorry the customer experienced this delay with the repair. The depot was waiting for parts. Unfortunately we cannot control the availability of parts. We have since paid the customer out as the parts needed for repair were not available.
Final Consumer Response /* (4200, 22, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is inaccurate. At no time was I ever told about the parts issue. I was lied to about the checks (proof: when I finally received the checks, they were dated AFTER the date when I had been told they had already been mailed out). Further SquareTrade promised me that the hard drive would be returned to me by the end of Sept. I called to get a tracking number. No one at ST could provide one. I still don't have the hard drive back. This is still an open issue.
Square Trade has not been honest with me, or with you the Revdex.com in its response.

Initial Business Response /* (1000, 5, 2015/02/11) */
We are sorry the consumer had an issue with their item.
Our normal procedure is to have our depot diagnose the unit and decide if it is repairable.
In this case due to the fact that the unit was never repaired properly and there were so...

many delays in processing the repair we will reimburse the consumer what they paid for the item as per the receipt the consumer sent us, $659.00. We will also refund the price the consumer paid for the warranty, $99.00. The consumer will receive two separate checks.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I receive both refunds I will proceed acordingly.
Final Business Response /* (4000, 9, 2015/02/19) */
Processed checks take 7 - 10 business days to be delivered to the consumer. If the consumer does not receive the checks by February 27 they need to contact us so we can follow up on the payment.
Final Consumer Response /* (4200, 11, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the second check with the smallest amount

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with their device.
As per Terms and Conditions of the warranty the start date of the warranty is the purchase date of the item, not of the warranty. When the purchase receipt was verified the system...

automatically changed the start date of the warranty based on the purchase date. This is how the warranty's end date was changed, the specialist did not manually change any dates of the warranty.
Based on the history of this device we adjusted the start date of the warranty as an exception to allow the consumer the ability to file a claim.
The consumer was able to file a claim and does have an open claim on this item that we are working with the consumer to resolve.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You can see why I was irate, right? When I made the call the expiration date was 4/18 then suddenly it changed to 3/18. I was under the assumption that the April date was correct and was aware of the expiration for a few weeks, hence I was not in a hurry to call. Had I known it was going to be changed, I would have called sooner. You really should be more accurate and clear from the start. I sent the receipt back in 2012 so the dates should have been fixed then.
Secondly, I purchased 3 years of coverage not 2 years 11 months. I do not see the logic in returning to the original purchase date when calculating the expiration date. I had no issue for the first month I had the unit. Also, I purchased the tv online and did not actually receive it for 2-3 days after 3/18.
You just need to be more fair and honest with clients in the future.

Final Consumer Response /* (2000, 6, 2015/01/16) */
Please cancel complaint company has issued refund of 29.99

(The consumer indicated he/she DID NOT accept the response from the business.)I received an email from you outside of the [redacted] stating that you would like to work with me and resolve this issue. I appreciate that, and the only way we are going to resolve this is if you get a manager to take exception to the fact that you do not have additional paperwork, nor were you able to obtain additional paperwork from the facility. That is the same situation I'm in. I hold you responsible for this and ask that you issue full refund of the phone I had to purchase on this particular situation/case. Thank you.

Initial Business Response /* (1000, 5, 2015/10/13) */
We apologize that the consumer had issues with their device.

Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times.
We have...

communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved.

I had a Kindle that was within one week of the expiration of the Square Trade Warranty. The kindle e-reader kept freezing. I had written down the fact that I had the warranty but I didn't have the certificate with a number or the exact date of expiration. Square Trade went out of its way to get Amazon on the line to trace the date of purchase and they confirmed that I had a week left in the warranty. They were also able to track down my number. I mailed it in via UPS and within a week it was returned and was fixed, and is still working two years later. Incredible customer service.

I have been a member of Square Trade for many years and I have enjoyed their service and rapid response to my needs. Recently I bad to use their services and found that they were quick to respond and easy to work with. I highly recommend their service. The cost to cover the service is less expensive than any other company can cover the warranty. I am amazed at how fast and efficient they are.

I bought a Protection Plan for my LG 60" TV and the Optical Output connector just fell apart after a year. I changed my original Optical Cable to a new Sound bar and the optical connector fell apart. When I contacted SQUARETRADE about the problem, they said that they did not cover any hardware issues. (It's interesting that this connector is wired directly to the Mother Board and is listed as an electronic component). This warranty is worthless and a scam. I will never use them again!!!

Initial Business Response /* (1000, 5, 2014/05/09) */
Hi [redacted],
I am [redacted], the resolution manager at SquareTrade.
I am sorry for the error on our part in this case. In reviewing your complaint,I think what might have cause this error was when we sent you a second shipping label to...

retrieve your original phone.
The claim was linked to the tracking number on the first label. When you sent your phone in to our depot using the second label, it was never tagged as being received. This is obviously a gap in our process. I am going to have our mobile manager review this process for improvement going forward.
We have refunded this charge back to your account on 5/2/2014. You should see it in your bank account at this point. I understand that you had incurred some bank charges due to our mistake. If you can email documentation of this to me at [redacted]@squaretrade.com, I would like to cover those fees for you.
I look forward to hearing from you.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/01) */
We are sorry the consumer's device failed.
According to our records the device had just two claims placed against it.
As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a...

manufacturer's defect and repaired three times within one year. The fourth failure would result in a payout. This is not the case in this instance. The last failure, although the symptoms seemed to be the same, was caused by liquid exposure. This was proven by the liquid exposure indicators in the device. Also it was filed more than a year after the first claim.
Our policy is toward failed repairs is that the consumer has 30 days to report a problem. The last repair was completed the beginning of February. It is now well over that 30 day period. The consumer could not file a new claim as the warranty expired prior to the last repair, in January.
Regrettably we will not be able to further assist the consumer at this point.

Initial Business Response /* (1000, 5, 2014/02/04) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I am sorry for the lack of inventory on your phone when you called us. Unfortunately, with more popular models, we do sometimes run out of inventory, but we can...

refresh that pretty quickly.
In most cases we can offer alternatives, like doing covering our customers for repairs locally, at the Apple store, or waiting on the next day to see if the inventory has been replenished.
You called us on Sunday, so the agent you spoke with was not able to get an inventory update. But I believe that you called back on Monday and inventory was back up and currently you're approved for a replacement unit to be shipped.
According to our fullfillment center, you should be receiving the unit later today.
Please let me know if you have any other questions or concerns about this case, OK?
Regards,
[redacted]

We are sorry for any issues the consumer had with their device. After the consumer's initial repair to their device, it was returned to our depot with new damages to the charging port.  At this time, the new damages were documented and the consumer's device was still repaired and mailed back. SquareTrade has a 30 day rework policy to guarantee any repairs to an item.  The consumer received their device back three days before their warranty end date. In this time they could have called in to address any issues still remaining with the device.  Our records indicate the consumers received their device on [redacted] and called in [redacted] outside of our rework period to report further issues.

Initial Business Response /* (1000, 5, 2016/01/20) */
We apologize the consumer experienced issues with their device. The receipt provided indicates the device was purchased after the warranty.Our Assurance team determined the consumer misrepresented his warranty. At this time the consumer's...

protection plans have been cancelled and he will be issued a full refund for the warranty.

Initial Business Response /* (1000, 5, 2014/07/17) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this payout. I'm working with accoutning to...

process another payment for you right away. Please give me till tomorrow to get things squared for you.
And you're right, of course. You should have been paid out last week; I'll be more than happy to get you a full refund on your warranty. The refund will be processed as a check and you should see that next week.
Please give let me know if I can be of further assistance to you.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/07/24) */
this matter has been resolved

Initial Business Response /* (1000, 5, 2014/03/21) */
HI [redacted],
I am [redacted] the Resolution Manager at SquareTrade. I'm sorry for the callback issue. from our notes here, I do see that one of our agents have been attempting to contact you, but we're probably dealing with a schedule...

conflict. I'll have someone make more attempts. We'll also contact you by email to arrange a good time to reach out to you.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/04) */
We are sorry the consumer had issues with their device.
Many times when a customer has multiple warranties for similar items our specialists get the warranties confused. That is what we believe what happened in this case.
We have since...

spoken to the consumer and have taken his claim and resolved this issue.

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, 6, 2016/01/12) */
We apologize for the issue the consumer experienced. Our records indicate the consumer reimbursement has been processed and the claim is resolved.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/15) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
While we did finally receive reimbursement for our claim, a month later, several phone calls and wasted time later, and for $480.00 , not the $749.00 as we were told the claim is resolved. I will never purchase a warranty from suare trade again or recommend them to others.