SquareTrade, Inc.

Initial Business Response /* (1000, 8, 2014/10/08) */
We are sorry the customer canceled the warranty by mistake and understand that we all make mistakes. We will reimburse the customer the cost of the unit as if the warranty was active and a claim was filed.
Initial Consumer...

Rebuttal /* (2000, 10, 2014/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by phone on October X XXXXX by square trade I am in the process of getting a check thank you

Initial Business Response /* (1000, 5, 2014/11/05) */
We are so sorry this consumer had poor experience with her SquareTrade warranty. However, as of 11/4 it appears that the warranty was cancelled and the consumer has been refunded the purchase price of her warranty policy. Since the item...

suffered physical damage, we would not be able reimburse the consumer for the cost of the item as it does not fall within the terms & conditions of this particular policy. We do not offer accidental coverage on used and refurbished items purchased through eBay.

Initial Business Response /* (1000, 5, 2015/01/19) */
We are sorry the consumer had a delay in the payment. We did not have a valid address on file.
We have reprocessed the check and the consumer should be receiving the check by January 28.
The customer is always welcome to speak to a...

supervisor, although many times a supervisor is not immediately available. If one is not available then we will process a request for to have a supervisor contact the consumer. We are emailing the consumer to give them contact information to be able to speak to a supervisor if they still wish to do so.
Initial Consumer Rebuttal /* (3000, 8, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same excuse they have had correct addresses for me and phone numbers and emails. I was even told by [redacted] that my address is correct and I even gave them my work address.
Final Business Response /* (4000, 10, 2015/01/27) */
We are sorry for all the delays.
The consumer emailed us that she did finally receive the payment on January 22.
Final Consumer Response /* (2000, 12, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their refrigerator.
The first claim we would have referred the consumer to the manufacturer as their warranty would still be in place. The device was repaired twice. Due to the fact that the unit...

continuously fails we have decided to pay the consumer so they can purchase a replacement device.
We are in contact with them to make this happen.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially the Square Trade did not inform me the appliance was still under warranty with the manufacturer. However, the company has agreed to repay me most of the funds I spent to purchase the appliance after having the appliance service FIVE times not TWO. Thank you for your assistance with this matter.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
We are sorry the consumer delays in the repair of their device.
We only purchase replacement parts from reliable sources that we have a relationship with. In that way if the part does not work it allows us to acquire replacement much...

faster.
This repair has gone beyond our 5 day guarantee. We will be refunding the consumer the price of the warranty as per our guarantee.
Upon further diagnostics the depot discovered that additional parts are needed. This would put the repair beyond 3 weeks and are offering the consumer a payout of the tablet.

Initial Business Response /* (1000, 5, 2015/06/30) */
We are sorry the consumer had issues with their device.
We had issues in being able to immediately find a local repair shop. As of today the technician has been onsite and the issue with the device has been addressed.
Initial...

Consumer Rebuttal /* (2000, 8, 2015/07/02) */
Company has resolved the issue. Please do not contact Company.

The best number one on my list of warranties nobody makes warranties like square trade wow and I'm so happy that I have them on my side love it the best there is and the best there ever well be the best prices wow the only thing to say is I'm glad that I'm a square trade customer thank you square trade

Complaint: [redacted]I am rejecting this response because
The key distinction here is when the device stopped working and when I reported it. Since the extended warranty has a specific coverage period, I argue that Squaretrade has a legal liability to honor claims for damage that occur during this coverage period, not just those also reported within it. Consider the following situations:The policy ends on some day at midnight. At 11:59 an item is damaged. In this situation, is it practical or reasonable for a person to file a claim in less than a minute? In this situation Squaretrade is in fact not honoring their warranty period as sold, which is a deceptive practice. What happens when Squaretrade is closed or their website is down preventing someone from filing a claim?What happens when someone is incapacitated and can't contact Squaretrade to file a claim?After reviewing the warranty policy I wasn't able to find any clarity for these situations. As such, I assert that a reasonable period should be established after the warrantee period ends to report claims that occurred within the warranty period. And I believe that I contacted Squaretrade within what any judge would conclude as a reasonable period. Furthermore there is a question of Squaretrade acting in a fair and reasonable manner in this situation. In my opinion it is not. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the confusion. But the Buy Back program is not the same as our warranty protection. It is a special feature that we offer along with our protection as...

an extra service.
The Buy Back program offers phone owners a quick and convenient way to sell their older, fully functional cellphones to acquire funds to upgrade to a newer unit. But only fully functional phones qualify for this service.
The protection plan, will cover you for repair or replacement of your defective phone.
In your case, since the phone has a cracked screen, it would need to be repaired or replaced by filing a claim with SquareTrade first.
From notes on your account, I see that you're already in process to get your phone replaced. Once that's done, you should still be able to use the Buy Back plan if you wish.
Please contact us if you have any other issues or questions.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't accept this because on the brochure we were given, it clearly lists the "Buy Back" as another option. It does not say the phone has to be in good condition. It's given as a perk to encourage buyers to purchase the insurance. It's deceptive and not acceptable. If that's the rule then it NEEDS TO BE STATED ON THE BROCHURE RIGHT NEXT TO THE EXPLANATION OF THE BUY BACK PROGRAM. Not as a surprise later on.
Final Business Response /* (4000, 9, 2014/08/06) */
Hi [redacted],
I'm sorry for the confusion, the Buy Back plan is a perk as you've noted, but I can understand why you might see it as another option to a claims resolution too.
I'll forward this concern to our marketing department.
Your replacement phone should be sent to you by now. And you should be able to use the Buy Back as you originally requested. If you have any issues with this, please let me know and I'll do my best to assist with this.
Regards,
[redacted]
Final Consumer Response /* (2000, 11, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. Wish this information had been offered sooner. Please consider changing your brochure to reflect the actual terms.
[redacted]

Initial Business Response /* (1000, 5, 2014/10/30) */
We are sorry that the consumer had an issue with his TV. When filing the claim we discovered that the TV was damaged. As per our Terms and Conditions we do not cover damage to TVs. The warranty was cancelled by the consumer's wife....


Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason
I did not choose to cancel warranty. As I explained to them there was no physical damage. They offered to refund warranty money. I felt they should have repaired TV. They looked at pictures I sent and said there was physical damage. I did not cause any physical damage to TV
Final Business Response /* (4000, 9, 2014/11/05) */
It is unfortunate the consumer has a cracked screen. Based on the pictures sent to us we can see that is the issue. We are not saying that the consumer caused the damage, only that the evidence shows damage. The Terms and Conditions do not provide for a cracked screen. Refunding the warranty is the only thing we could offer.
Final Consumer Response /* (4200, 13, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for warranty and had TV for only two months. I feel Squaretrade should repair or replace TV. I did not cause any physical damage to TV!!!!

We are sorry for any issues the consumer had with their device.  After looking into the consumers account the device  showed evidence of physical damage upon the technicians arrival.  For TV repairs consumers are instructed to have the unit in a serviceable position.  Before...

the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage.  If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs.

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay on this. I'll work with our depot to get this unit shipped back for an re-exam. According to the techs, this was a software corruption...

issue, so should be easily resolved.
Please understand that we're not trying to give you the run around. As you've noted, this was a very recent purchase and should be covered by HP's warranty. When HP was not able to assist you with this unit, SquareTrade took over and provided you with a shipping kit to send your laptop to our depot for servicing. Unfortunately, since our techs have noted that this is a software issue, we would like to be able to review the device again, before making a determination on full reimbursement of the device.
I've called you and left my personal contact information for you to reach back to me.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have shipped this product to HP and the actual hard drive is corrupt, where I am being told it needs to be replaced. Again for a product that I have only had since April and have never been able to use. So now I am being sent a refurbished product when that is not what I purchased. This is truly upsetting.
Final Business Response /* (4000, 9, 2014/08/05) */
Hi [redacted],
I apologize for the problems you've had with this computer. Please understand that you have multiple recourses available to you during this purchase.
If the unit was not functional right from the beginning, the reseller where you purchased the unit should have been contacted and requested to offer you an exchange or refund.
The reseller usually only offers a satisfaction warranty of 30 days. After that, you have the option of contacting HP to utilize their manufacturer's warranty. But as you advised us when you contacted SquareTrade, HP was not willing to offer assistance. That's when SquareTrade took over and had your computer sent in for repair.
From the notes by our tech, this shows as a software issue, but if you say HP has told you otherwise and is willing to offer assistance now, then please proceed with that recourse. We'll still be here if you need further assistance with this.
Regards,
[redacted]
Final Consumer Response /* (4200, 13, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO assistance is being offered other than everyone passing [redacted] buck! Purchasing Power is where this purchase was made and they only do returns on UNOPENED products. HP is just telling me the issue, no new product no refund!

I love Square Trade! I have now just registered my third appliance with them. My last appliance failed, and I had my reimbursement in hand within three business days! They were easy to work with, friendly and I wouldn't use any other company. I know I sound like an advertisement, but they really were super to work with. I'm a very satisfied customer.

Initial Business Response /* (1000, 5, 2015/01/28) */
We are sorry the consumer is experiencing these issues.
We were not able to send the customer the phone he wanted due to our current inventory for the carrier he needed. The warranty was purchased for another carrier and that is why the...

consumer could not get the phone that he needed to work with his current carrier's network. We are working with the consumer to make sure they are compensated for this claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SquareTrade reached out to us and offered us the necessary funds to replace the phone in question. We are satisfied with the company's response.

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had issue with their phone.
We don't know why there was a delay in the shipment. The tracking number shows that it was shipped on 7/16 after the claim was refiled. As of today the unit has been repaired and...

returned to the consumer.

Initial Business Response /* (1000, 5, 2015/05/26) */
We are sorry the consumer had issues with their device.
We do offer a refund if the device is not repaired within the 5 day guarantee. The refund is for the price of the warranty, not the item being repaired.
In this case the consumer...

was reimbursed the full price of the value of the unit plus an additional amount to cover the cost to cover the higher price replacement unit the manufacturer provided because the original unit had failed under the manufacturer's warranty.
As per our Guarantee the consumer is entitled to a refund of the warranty as well. We will be sending a check to the consumer in the amount of the warranty price. They should receive the check in 7 - 10 business days.
We have emailed the consumer to let them know that they will receive a refund.

Final Consumer Response /* (2000, 5, 2015/08/05) */
SquareTrade contacted me to resolve the issue.

Initial Business Response /* (1000, 5, 2014/12/10) */
We are sorry the consumer experienced the delay in service. We have contacted the consumer and have resolved the claim to their satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/15) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
The company took care of me after the delay.

Complaint: [redacted]I am rejecting this response because: Square trade was dishonest, and the contract was breach. On the service agreement its states, IF THE ITEM CAN'T BE REPAIRED, THE FULL ITEM PRICE WILL BE PAID OUT TO YOU. "NO LIKE MODEL" REPLACEMENT. SQUARETRADE, replace my LG TV with a lower value, and lesser quality. I paid [redacted] for my LG TV, and they replaced it with a LG TV that cost $[redacted], with no quality. Once again, SQUARETRADE warranty stated, The value of the TV and quality of the TV has to be the same QUALITY. The LG TV I purchased was high quality. I would never agree to replace a TV that was not high quality as the one I purchased.  ITS NOT FAIR, THAT THIS COMPANY HAS RIPPED OFF ME AND SO MANY OTHERS CONSUMERS.   I will send the full detail of specification of the LG that I purchased, and also the lesser quality that SQUARETRADE replace. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
We are sorry the consumer had issues with their device.
We do not offer warranties for refurbished items on our website. The website does state at the time of purchase coverage is only "available for new tablets purchased in the last 30...

days". The warranty does state if an item is refurbished the warranty starts after the manufacturer's warranty ends, but this clause is for the warranties that can be purchased for refurbished items, which is not the case for this example. The consumer has not provided a receipt of purchase showing that the device is new and the purchase date of the item. With a receipt we will be able to evaluate if the warranty is valid.
Have contacted consumer and are working for a mutual agreed on solution.