SquareTrade, Inc.

Initial Business Response /* (4000, 12, 2014/02/27) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade. I'm so sorry for all the delay on this claim. This unit was apparently lost at our repair depot.
I am glad that [redacted] was able to get this resolved and moved to a...

reimbursement for you. Our contract doesn't allow us to cover tax on items purchased, but I think just due to the delay and all this hassle, I'll cover you for the tax too, out of our exceptions fund. I'll ask one of our agents to get this resolved for you.
Regards,
[redacted]
Final Consumer Response /* (2000, 14, 2014/02/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you for the follow-up. I am disappointed I had to file a complaint to get resolution, but thank you.

DO NOT PURCHASE!!!! Waste of money!! My daughter dropped her tablet and cracked the screen. I filed a claim explaing to the company what happened. I received and email about the claim being under investigation. Later that day I received another email stating that they will replace the tablet and to be expecting a new one in a couple of days. I received the said tablet, opened the box and it was a cheaper version and way smaller than the original one purchased. I called the company and explained to them my problem with a smaller and cheaper version. the company told me I had declined the option to fix the screen and opted for a new one. NEVER was I given this option!! They emailed me and said we are shipping you a new one. The guy I was talking to thought the company had the tablet and it was not fixable, no I still had it.,,,,oh I see, well we can refund you the tablet price (minus the taxes and protection cost). So basically, I'm out 50+ dollars and still have to purchase a new tablet. They do not repair products only send you cheaper and smaller version of what you purchased!!! BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Complaint: [redacted]I am rejecting this response because:
 
The original computer was returned to [redacted] as previously stated - and was given a NEW COMPUTER from [redacted] under manufacturers warranty - that happened in [redacted] - therfore my warranty - per Squaretrade - kicks in the additional years if the computer is warrantied under manufacturer issues.
As requested via your extremely incompetent customer service people whom I tried numerous times to explain this to - strts my warranty from that time, [redacted], because it was due to manfacturer defect nothing to do with my actions. Even [redacted] has acknowledged this action and cannot figure out why they are not warranting the computer.
Why would they go through all the actions of "finding" my warranty and sedning me an email to supply them with everything and I had already supplied them with the receipt copy as requested from the - then they issued me an email to proceed with my warranty exchange - then they said it was invalid - why would they do that...????
I did take time and read almost 300 of the complaints that are submitted via Revdex.com and they all state them same issues as I do - they are extremely wishy washy on the interpretations of the own warranty and are taking it upon themselves to interprut there own dilusional version of it and spew it unto all there consumers.
They do not even have info an previous warranty work on this EXACT SAME laptop that is how disorganized and diluted there customer service department is being with the lack of there own knowledge on there very own transactions which leads me to the extreme inaccuracies on my very own account and I am not accepting some pathetic version of a uneducated, unresearched answer from there custsomer service department and I can even prove that they worked on this very comuter once before it was returned to [redacted] for manufaturer warranty - CAN THEY..??
Of course not but I will use that info for small claims court if this is what it comes down to and I hav eno problem with that either. Just waiting on this decision by the Revdex.com to start the procedings.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
We apologize the consumer experienced issues with their device. Our records indicate the consumer did not purchase Accidental Damage from Handling on the device, specifically because this reseller does not carry ADH warranties for used...

devices. Per the term & conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This includes water immersion, drops, and spills.
Typically the consumer received a prorated refund for the warranty but we made an exception and refunded for the full amount.

Initial Business Response /* (1000, 5, 2015/08/31) */
We are sorry the consumer had issues with their replacement device.
We are unable to process replacement phones unless the broken phone is returned with the shipping labels provided. The consumer did not receive a shipping label with...

their replacement phone and wanted to have the bad phone sent back. They did so without using any label provided by SquareTrade. We have no record of the phone being received as our systems tracks items sent back to us by the tracking number of the shipping label we provided. Also the consumer sent the phone back with no tracking so we have not been able to track the phone's location. The consumer should have requested a new shipping label from SquareTrade.
Due to the poor response the consumer experienced and SquareTrade's lack of response we are paying out the consumer as they could no longer wait and purchased a replacement phone.

We are sorry for any issue the consumer experienced with their device.
 
We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product". Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection plan. The wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.e. broken handle). Again, we apologize for any miscommunication about how the warranty works. In conclusion, SquareTrade is not responsible for providing any further coverage for the consumer.

Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The address we had was incorrect which caused a delay in the processing of the claim. Even when we corrected the address in our system it did not initially resolve the issue.
We...

are processing a refund for the diagnostics that were performed.
Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]74, and find that this resolution is satisfactory to me. Sincerely, H[redacted] C**

Over the weekend one of our family phone broke, wouldn't turn on. I contacted square trade online and received a call back within about 15 minutes. They gave us our options of either sending it in or taking it to a location that works with their warranty. We chose to take it in to a location that happens to be only about 15 minutes away which was very convenient. We were told that we would only pay the $75 deductible when the phone was received back fixed, which is what we paid. The store took only a few hours to get the phone up and running again and get the broken screen replaced. The store associates were not fully trained on how square trade worked so I hope the experience with us helped to educate them more on that. Overall we were VERY happy with the experience and so glad we have the square trade warranty on all of our phones. I LOVE that they cover even water damage and drops. Will always have square trade coverage!

I signed up for Squaretrade at Costco. The people that answer the customer service phones are very hard to understand. The first person I spoke with, I could not understand what he was trying to tell me, so I requested another representative. He abruptly put me on hold and then after a couple of minutes, I was disconnected and had to go through the whole process and wait period again. Upon talking to another representative, they first try to have you repair it locally, which we did, and it was deemed not repairable. Next they search inventory for a replacement. Of which, they did not have any (iPhone 6). So, they asked that we send it in for evaluation and repair., leaving us without the phone for a week. Finally, they agreed to send us a refurbished iPhone 6 with the next level up in memory. Problem solved for the time being. I hoped the phone works properly. This entire process took about 30 minutes on the phone. Not very user friendly.

We are sorry the consumer had issues with their device.
Our procedure is to have verification from the repair shop of what works needs to be done. This is the work order that we were requesting.
Since the consumer was not told he needed to have the work order and the...

shop was not able to provide it we made an exception and reimbursed the consumer. .

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry the consumer had this experience. In this case the specialist was incorrect, we should have taken the claim. We will contact the consumer and resolve this by doing a full payout on the device and a refund of the warranty...

because of the poor service that was offered in this case.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/24) */
To the Revdex.com: You may close the case on this complaint. I received a check from Square Trade Company today for the price of the warranty and I am completely satisfied with their response. Thank you for your kind assistance and [redacted] Holidays! [redacted].

Initial Business Response /* (1000, 5, 2015/04/07) */
We are sorry that the consumer has had so many delays in trying to get a replacement phone.
We have refunded the $49 deductible and the consumer did receive their phone.
We spoke with the consumer and we both agree his complaint has...

been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did accept responsibility for the incident and I did receive a replacement phone. It would be nice if the incident prompted some changes in their systems and their employees abilities to track orders. As I told the resolution specialist...thanks for the refund but I would gladly pay to not experience the broken process. My advice is to ask for a resolution specialist at the first hint of an issue. Both resolution specialists appeared to know how to get things fixed and get action in a timely manner. In the end I received 2 phones so someone was trying but their systems did not show shipments for either phone on their web page or in the system the first level CSRs had access to. This I think is the fundamental flaw in their systems and why I'm taking the time to write about this. Additionally, when the CSRs could not provide information I proceeded to request to speak to a manager and in both cases I was told there was no manager at this time. I'm not sure how a 24x7 company operates without oversight for most of the day but I was assured that was the case. When I asked the resolution specialists about this they both forwarded contact information to me in case I had any future issues. This is good but it still doesn't make sense to me that I had no chain of authority to follow as a consumer until well into the process. Possibly this was a cost saving move but it was not a good business move.

We are sorry the consumer had issues with their device.As per our Terms and Conditions we process payments for the replacement price of a device. In this case, however, the device is no longer manufactured and we will reimburse the difference that the consumer requested. We have processed a...

second check for the difference. The consumer is aware of the additional payment.

We are sorry for any issues the...

consumer experienced with their device.
 
Currently, we would not be able to provide a reimbursement due to the consumer disposing of the item.
Below is a copy of the email sent to the consumer confirming the stipulations of the reimbursement. 
"Dear [redacted]Congrats! Your claim is approved, and you're eligible to receive a payment of $[redacted] 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 squaretrade.com/help.Sincerely,The SquareTrade Team"
Moving forward, the only option available to the consumer would be a refund of the warranty purchase price if they are unable to provide the product.

Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced with their device. We have sent the consumer a brand new replacement phone and it was received yesterday. The consumer confirmed the claim has been resolved to their satisfaction.

Complaint: [redacted]I am rejecting this response because:
The second offer to pay for the replacement was delayed until the price of the replacement unit dropped by $[redacted].  Square Trade was notified that the local repair shop could not fix the phone on [redacted], but no reply or confirmative email was sent out to me on that day after they were notified that the repair could not be done.  They had previously that day sent an email stating to send them the receipt from the repair once it was repaired, but after being notified later that same day that the repair could not be done, they did not confirm that with a follow-up email.  It was not until after I called them again on [redacted] that they sent the email stating they would pay out $[redacted], $[redacted] less than previously agreed upon.  I called back immediately to complain and a new email was sent out stating they would re-imburse me for $[redacted].  I called AGAIN that same day to ask why the extra money.  They then confirmed that I would get $[redacted] instead of $[redacted] (or the $[redacted] I was expecting) because the cost of the replacement phone at that time ([redacted]) was $[redacted].  I received verbal confirmation from a live person that I would in fact get $[redacted].  This is what I expect, but won't settle for anything less than the $[redacted] (an extra $[redacted]).  I expect them to honor their word.  If they give me something in writing, and then later confirm it over the phone, I expect them to follow through, whether that person made a mistake or not.  It was their mistake.  Now pay up!
Sincerely,[redacted]

Do not buy the warranty as they will find a way not to honor it. I made a claim on a TV that suddenly got vertical lines and they said it was impact damage, even after I explained that the TV has never left the stand and had never been impacted, the lines just got progressivly worse untill it was unwatchble, total **

WHAT A HORRIFIC MESS, NOTHING WORKS, THEY ENTER DATA ALL WRONG, ASK FOR INFO, EVEN COPIED ,, PDF, GET IT ALL WRONG, EVERYTIME ONE CALLS, IT IS 40 MINUTES, THEY CALLED ME ONE TIME AFTER A CALL BACK REQUEST, 3 DAYS LATER, AND DIDNT KNOW WHY,,,,[redacted], DONT SPEAK ENGLISH, [redacted] 6 CALLS, AT 40 MINUTES ON HOLD EACH, EMAILS WERE FUTILE, RETURN EMAILS DIDNT COME, IF YOU DEAL WITH THEM, ASK TWICE, , MAKE THEM SEND TWICE,, NOTHING THEY DO WORKS,,,FINALLY FINALLY I THINK IT LL BE DONE, THEY PUT YOU THRU THE GRIEF SO THEY DONT HAVE TO REIMBURSE,,,HP CHEATS LIES, CHIPS PROGRAMMED FOR PRINTINGS NOT INK, AND EACH PAGE IS SET AT 5% ,IF YOU PRINT 5% THIS IS COUNTED FULL PAGE, AND SUBTRACTED FROM THE 800 PAGES YOU ARE ALLOWED ON 950XL CARTRIDGE, THIS IS WHY INK STILL IN CARTRIDGE UP TO 20%,, SUE THEM,

Initial Business Response /* (1000, 5, 2015/11/17) */
We apologize the consumer is experiencing issues with their device.
We have reached out to the consumer via email and phone but we have not received a response.