SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize the consumer experienced issues with their device.
Our records indicate additional parts have been ordered for the device.
Once the parts have been received she will be contacted to move forward with an appointment. The...

consumer has been contacted via email and phone regarding their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the parts needed
Final Consumer Response /* (3000, 13, 2015/12/23) */
I ask the check be sent asap because we do need to replace the unit as soon as possible.
I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified .
Final Business Response /* (4000, 15, 2015/12/30) */
The consumer's check was processed oh 12/18/15. We ask that the consumer allow 7-10 business days(excluding holidays) to receive the check.

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.

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for your claim experience, I'll speak with the manager of the agent who took your first claim and review proper messaging and claim process with...

her.
I did want to clarify though, with water proof cameras, the manufacturer will cover the device within the first year if the water seal fails. So on that point, the agent was correct in referring you to the manufacturer since you're still within the first year of coverage.
But if you have contacted them and have been denied, we can certainly take over.
I did see that you were sold a printer warranty by the store, and that's something we'll need to correct. I see that a second one of our agents have requested a receipt from you to verify the camera purchase. Please send that to us as soon as you can and we'll proceed with processing your claim.
If you need anything, please contact me directly using the provided email address.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. When I buy Protection plan for a product, I don't wanna go through the manufacturer anymore. It was very clear from the beginning that you guys wanted to deny the claim. As far as the printer protection goes, The first lady I talked to, she put me on hold for 15 min to "fix the issue". After that the manager gets on the phone and tells me that "You have a protection for a Printer" then he puts me on hold for another 15 min to "fix the issue". when I called again the 3rd time, The rep tells me "ohh you have a protection for a printer" and puts me on hold for another 15 min to fix the issue. So None of the reps really did anything before. That alone shows a lot about the company. Anyways I emailed the receipt right on the spot while the rep was on the phone with me. I have my email confirmation. I was told I will receive an email with 24-48 hrs and its been 4 days I have nothing and now you are telling me that you still do not have the receipt. Check your emails.
Final Business Response /* (4000, 9, 2014/08/26) */
Hi [redacted],
I did check our emails and I apologize but we do not have the invoice.
Please resend to me at [redacted]@squaretrade.com and I'll see if I can assist.
As stated to you, there is a discrepancy with the warranty showing a printer rather than a camera. We'll need the receipt to verify this, so without that, there is no way to fix the warranty.
Once I have your warranty, I can proceed from there.
Thank you,
[redacted]

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, 2015/03/16) */
We are sorry the consumer had issues with the replacement phone we had sent.
The phones we send have a 30 day guarantee. If the phone fails outside of those 30 days the consumer can file another claim that would require a deductible as...

all claims require a deductible. The claim that was filed with us was filed more than 60 days after the consumer received the replacement phone.
After discussing the issue with the consumer we did come to the conclusion that the phone failed not due to anything the consumer did to the phone. We did make a one-time exception and waved the deductible.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Of course I will accept their favorable response. However, I would NOT recommend their services, nor would I subscribe to their services again.

Initial Business Response /* (1000, 9, 2015/01/26) */
Received response via email:
We are sorry the consumer did not receive the payments as promised. We don't know why this happened. We are going to process payments by check to be shipped by FedEx. This will include 2 checks, one in the...

amount of $749.99 for payout of the claim and one for $99.99 for the reimbursement of the warranty. These requests were processed on 1/22 and we anticipate the consumer will receive payments by 1/26

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.

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer's phone was not able to be repaired. Our depot audited the phone and there is an indication that the phone has been tampered with. As per the terms and Conditions this makes the warranty invalid. The warranty was...

cancelled, the customer reimbursed the price of the warranty and the phone returned to the customer.

Complaint: [redacted]I am rejecting this response because:  I already sent this response before..I DID respond to Square Trade's request for additional information.  They called AND emailed and I send the requested info via email.  If for whatever reason they did not reason MY response to THEIR email, they need to contact me again!!  This is ridiculous and sounds like evasion on Square Trade's part!!Sincerely,[redacted]

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 for any issue the consumer experienced with their device.
As it stands, our technicians attempted a repair on the set but were unsuccessful. The technician advised the issue is related to the panel of the TV. Since the TV has signs of physical damage on the screen/panel we would not be able to continue coverage or provide any additional assistance.

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,

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!

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.

Initial Business Response /* (1000, 5, 2014/05/14) */
Hi [redacted],
I am [redacted] the Resolution Manager at SquareTrade.
I'm not sure what occurred here. From what I can see, you have two claims with SquareTrade. One for your headphones, which as you've been told, has been approved...

for payout.
Your other claim is for your TV. One of our agents have been trying to call you to set up an appointment to send out a tech for you. But has not heard back from you. I will ask her to try to reach out to you again.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/22) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Thank you for speaking with me just now. As I was able to explain, SquareTrade offers different types of warranties and you were probably sold a non-ADH (damage...

protection) warranty during the point of sale.
Since SAM's club has been able to get you a replacement unit, I'll continue to cover your iPod with the existing warranty. I also want to make an exception in your case, since it wasn't your fault that you were sold the wrong coverage. If you have damage to the unit in the future, contact me directly and I'll take care of the unit for you. I'll send you my contact info directly.
Let me know if you have any questions or concerns, OK?
Regards,
[redacted]

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, 2014/03/05) */
Hi [redacted],
I am [redacted] the resolution manager at SquareTrade.
I am so sorry for the delay on this. I've checked with out accounting team and it looks like the payout is completed and should be in your PayPal account under...

[redacted]@gmail.com. If this isn't the case, or if you need assistance with anything else, please contact me at [redacted]@squaretrade.com.
Regards,
[redacted]