SquareTrade, Inc.

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

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, 2015/04/07) */
We are sorry the consumer did not get their TV repaired in the time they wanted it repaired
The callback system is designed so that consumers do not have to wait on hold to receive serviceThere is no set time that a specialist will
call back as the system will call back when a specialist is available
The delay in service is not acceptable and we are addressing the issues we have by increasing the number of specialists and training them so the wait time the consumer experiences to have their TV repaired is reduced
The TV has since been repaired
Due to the poor experience we are refunding the consumer the price of the warranty and have spoken to them so they know they will be receiving that refund
Initial Consumer Rebuttal /* (2000, 7, 2015/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade did contact me and did offer a refund of the price I paid for the warranty

With a policy from Square Trade I have the peace of mind knowing that my item is covered without any worryAnd in the unfortunate event when something fails, my Square Trade claim process is seamlessly handled and expedited in a professional and timely manner with no hasslesThat is why I choose to cover all items I purchase with a Square Trade policy
***

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer experienced these issues
As per our Terms and Conditions the warranty the consumer purchased does not cover accidental damageWe do feel that the consumer is entitled to a full refund of the warranty price due
to the fact that they were unaware of the coverage limitationsHowever our records indicate that the warranty cost $We are in contact with the consumer to get a copy of the receipt showing what he paid for the warranty so he will be refunded the proper amount for the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund of the purchased warranty price is completely acceptable, & was all I asked for in the Greeneville Staples store (with my receipt in hand.) A copy of the receipt will be provided ASAP via snail mail, showing the multiple warranties I purchased (that covered nothing.) Thx

What Happened to SquareTrade?
I will say I was an EARLY adopter of SquareTrade, I have had no less than warranties from them dating back to the start up daysI have made several claims and never had any issues until this weekI don't know what is going on but it is literally like a bunch of fools running around not knowing what is going onMy claim gets denied because I choose to get an Amazon gift card (from their website no less), well the customer service rep doesn't know whyWhen I file my claim it says my deductible is waived on my repair because it is under $125, then they process the claim and charge me for my deductible, then I have to email a screen shot of the page where they said they waive my deductibleFinally, the customer service rep says the check is getting cut, and I receive and email saying to get my phone fixed so they can cut me a check? What? Really? Something went wrong along the way, they wont be getting any more of my business, complete ineptitude

Initial Business Response /* (1000, 5, 2015/11/05) */
We are sorry the consumer had issues with their device
At this time their device is being repaired and it should ship within the next couple of business days
The repaired device comes with rework period so even if the consumer's
warranty ends she can still move forward with filing a claim
We are in contact with the consumer to ensure her repair is satisfactory

Initial Business Response /* (1000, 8, 2014/10/08) */
We are sorry the customer experience this issueThe system processed the charge for the non-return on the broken phone based on the ship date of the phone, not the partsWe refunded the charge to the customer the next day
Initial Consumer Rebuttal /* (3000, 10, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think I need to be compensated for this, you just don't charge someones account without them knowing it
Final Business Response /* (4000, 14, 2014/11/05) */
We are sorry the consumer had this experienceWe do contact the consumer to let them know that the unit needs to be returnedIf the consumer does not answer a voice mail message is left
In this case we are willing to compensate the consumer if they incurred any overdraft fees due to the chargeWe will email the consumer for instructions on how to send the statement showing those charges
Final Consumer Response /* (4200, 16, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
have a computer through square trade told them when I had sent it to HP times it was faulty, therefore, Square Trade requested I send it to them since I had them for insurance, sent it twice too them, got it back, still having issues, if they would have listened the 1st time to me when I told them it went back to the manufacturer times, and now it has went to them times, now they saying the pay out is $on it, where can you get another computer for $278.00? I paid $and some change I want the total payout for the computet because they need to listen to customers when they say the phone computer etc....is a lemon, SQUARE TRADE NEEDS TO LEARN TO LISTEN TO THEIR CUSTOMERS!!!!!!!!

Initial Business Response /* (1000, 5, 2014/04/25) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am sorry for this hassle, but according to our records, you had received the ipad back from repairs on 11/30/2013, but did not call us about any additional issues
until 1/10/Over a month after the unit was repaired
Your call at that point did indicate that you had dropped the unitUnfortuantely, that does indicate physical damage to the unitAfter our depot received the unit back, they confirmed that this is impact damage to the ipadIf the unit actually was damaged after it was sent back to you, we would not be able to confirm that since the unit was also dropped afterwardsHad you contacted us right away, we would have been able to verify if it was a defective repair or not
But in this case, since there is a drop, we have to deny this secondary repair
I'm sorry I couldn't offer you better news
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/03/09) */
We are sorry the consumer had issues with the tablets
We agree with the consumer as this would be the fifth claim on the warranty we will make an exception and we will reimburse the customer the price paid for the tabletWe are in
contact with the customer so they know how we are handling this claim
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is the action I wanted getting my money back

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with his phone
We have discovered that the phones we were providing for the consumers for this carrier were not capable of being activated on the carrier's networkIt is an issue we are trying to
resolve on our endRather that send the consumer a phone that has a 75% chance of not be activated we offer the consumer other alternativesIn this case the consumer was offered local repair as a sure method of having the phone repairedUnfortunately the list we have on file is not updated when a repair shop changes information
The consumer did find a local repair shop and we are reimbursing them the repair costs based on the repair receipt they sent usThey should receive a checks in - business days

Initial Business Response /* (1000, 5, 2014/06/05) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delay in payment for youI was able to locate your account in our systemBased on the notes regarding your last claim, it looks like we might
have had your address inputed incorrectly
This has been fixed and another check has been requested for yuou last weekYou should have the check in the next day or two, if not already
If you still do not have it, please let me know, and I'll make sure we take care of thisYou can reach me directly at ***@squaretrade.com
Regards,
***

We apologize to the consumer for the confusion.A claim is open for days before it is closed due to inactivityWe have reached out to the specialist for retraining so this does not happen againWe are going to honor what the specialist said as a one time exceptionWe have reached out to
the consumer with the reimbursement process

Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device
The warranty that was sold by our reseller did not have the accidental coverage as the consumer wantedUnfortunately by the time the consumer found out it was too late to correct
it by purchasing the correct warranty
Although we are not responsible for what someone else is selling in this case we will make an exception and take care of our customer
We are paying out the customer the price of the device

Initial Business Response /* (1000, 5, 2015/09/30) */
We are sorry the consumer had issues with their device
The claim was processed incorrectly on our side which caused the delay in the consumer getting an update for the status of the claim
We have contacted the consumer and approved a
claim for a payoutDue to the poor experience we have also refunded the consumer the warranty price

Initial Business Response /* (1000, 5, 2014/07/17) */
Contact Name and Title: *** ***, Resolution Mgr
Contact Email: ***@squaretrade.com
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the delay on thisThis type of request should not
require multiple callbacks from you, I apologizeI'll follow up with the agents on this case to make sure they're following standard processes
I see from the notes on your account that one of our social media specialists has just requested a resend to you using PayPalYou should see this in your account in a day or two
Please let me know if we can be of further assistance
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I complained loudly on SquareTrade's Facebook page, which elicited swift responseI was pleased about that but angered that I had to go to that extent to receive any type of real customer service
The agent then did have SquareTrade pay me via paypal (but I did have to press the issue when I did not hear from them when I would receive the funds)

Initial Business Response /* (1000, 5, 2014/06/03) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the hassle on this caseWe unfortunately do not have new phones in some categoriesNew phone availability is dependent on inventoryIn cases
where a defective replacement is sent out, we can certainly have another phone overnighted to you
I see from our notes on your claim that we're going to be reimbursing you for having the phone repaired locallyI'll check in with the agent involved to make sure your reimbursement is processed ASAP after we get your invoice
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am yet to find a local repairer for my phone
Final Business Response /* (4000, 9, 2014/06/23) */
Hi ***,
I will have a senior agent contact you to work out a resolution for you
Thank you,
***

Initial Business Response /* (1000, 5, 2014/02/11) */
Hi ***,
I am *** *** the resolution manager at SquareTradeI am sorry for the delay on this payoutIt takes a few days for our accounting department to verify that the check hasn't been cashed, then process a resend
I see
that this is all set and you should have your check in a few days time, if not already
Please confirm with me if you don't have the check by now and I'll look into this for you
Regards,
*** ***

Initial Business Response /* (1000, 5, 2014/07/09) */
Hi ***,
This is *** ***, the Resolution Manager at SquareTrade
We spoke a few days ago about this case, and I agree, we'll proceed with getting you reimbursed for the value of the computer and I will refund you the cost of the
warranty also
A apologize for the way the repair wentI've escalated your case to my depot manager for review so that we can prevent this sort of issue in the future
Please give us about to business days to get those checks out to you
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2014/07/28) */
Square trade reimbursed me for the full cost of the laptop and I received the check a few days agoI think they would have strung me along a lot longer if it was not for your helpAfter filing the complaint I received prompt contact and the problem was resolvedThanks for your help