SquareTrade, Inc.

According to the consumer's warranty contract SquareTrade is only obligated to reimburse up to the item price.

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer had issues with their replacement device.
SquareTrade does not have an unlimited inventory of available phones and when the consumer called for a replacement phone we did not have one available. We have since...

had our inventory replenished and the consumer's phone is available.
We have continued the claim and the replacement phone should be delivered tomorrow.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square Trade Supervisor Mr.[redacted] went the extra mile to make sure this issue was resolved I'm 110% satisfied with the solution from Square trade and with Mr. [redacted].thanks !

Initial Business Response /* (1000, 5, 2014/09/03) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am so sorry for the delay on this case. From our depot notes, it looks like we were waiting on a parts order that kept getting pushed back.
Due to the delay on...

this, we'll move this to a reimbursement for you. This way, you'll be able to purchase another tablet. I've also refunded your warranty cost because of this delay.
The refund on the warranty will be sent back to the credit card you used on Amazon. Please let us know if you need anything else, alright?
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry that the customer has had such a delay in the repair. We cannot know if our contractor is available in a certain area. This, however, is not the customer's fault. We will be reimbursing the customer the warranty price and the...

cost of the unit that has not been repaired.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response I received from Square Trade via email is as follows:
Thank you for choosing SquareTrade to protect your item.
We apologize that you have had a less than exceptional experience. We would like to turn your experience around.
We apologize for not getting the in-home repair done. The lack of communication we had with you is inexcusable. Due to these issues, we have decided to reimburse you the value on your warranty. Your payment of $591.53 will be processed. You should receive the check in 7-10 business days.
If any of this information is incorrect please let us know as soon as possible so we can correct it and not delay the payment.
Best,
SquareTrade Resolutions Team
However, the purchase price of the printer came to $642.99, and their resolution failed to include the purchase price of their warranty ($81.51). Before I had the opportunity to respond to their email I received another email communicating that they had sent the check, which I should expect in 7-10 days.
Finally their statement that they "cannot know if our contractor is available in a certain area" is a false and misleading explanation as to why I have experienced "delay in repair." As relayed in my original case description Service Power, their contracted Service Dispatcher, it is clear that Square Trade was aware of the lack of contractors in the large metropolitan area (county population: 475,000) where I live.
Final Business Response /* (4000, 9, 2014/10/08) */
We are sorry that the customer did have a bad experience in the delay and eventual non-repair of the unit. When we say that we cannot know the local repair we mean at the time the claim is filed. It was only after the dispatcher tried to find a local repair tech were we made aware of the issue.
The refund on the price of the warranty is being processed. An email was sent to the customer letting them know we are refunding the price of the unit and the price of the warranty. We will send an email to further clarify how it is being sent to the customer.

Initial Business Response /* (1000, 5, 2015/08/11) */
We are sorry the consumer did not receive the payments as promised.
We are reviewing our processes and are trying to improve them. The reimbursement was processed on 8/7 and the consumer should get a check by 8/17. We have also...

refunded the deductible. Due to the poor service the consumer experienced. We have also refunded the warranty price.

This was my first time using a warranty protection plan. My experience with Square Trade was great! Filing the claim was very simple, and very fast. I was really impressed! Thank you Square Trade!
[redacted]

Initial Business Response /* (1000, 8, 2014/10/01) */
We are sorry the customer had issues with our warranty. Our system for some reason did not log the correct warranty value as what is shown on the receipt. We have worked with the customer and are paying him out the full warranty value...

that he stated, 868.50.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still awaiting the final payment
Final Business Response /* (4000, 12, 2014/10/14) */
We are sorry the consumer had such a delay in getting the proper payment. Our system did not register the warranty properly. We were able to work with the consumer and got them paid for the total amount, $868.50.
Final Consumer Response /* (2000, 14, 2014/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
I originally wanted them to just replace the phone I had.  Why could they not have gone out and bought a new and mail it to me one for the same cost as I did?  My phone is integral to my work, and I can't be without it.  As such, it was important that this be replaced in a timely fashion.  They delayed the resolution of this process at every step of the way.  At the time the claim was filed, the replacement cost for the phone was $[redacted].  The resolution process was delayed for almost 6 weeks, during which time a new model was introduced and the original phone was discontinued, and the replacement phone came down in price.  However, I could not afford to wait that long to resolve this, so I purchased a replacement phone while it was still offered, and the cost of the phone at that time was $[redacted].  Besides, if they are going to send something in writing/email stating a specific amount that I will be reimbursed, they need to honor that, even if it was their mistake.  There was nothing in the email they sent that indicated that the $[redacted] figure was just a "cap for the claim".   When I received that email, I even called them back to confirm that that was actually what I would be receiving, and the representative on the phone did indeed confirm it, with an explanation as to why.  I expect Square Trade to honor their written word, even if it was a mistake on their part.  There is at least the appearance that they purposely dragged this claim out, knowing that the new model phone would be released, and the replacement drop in price, saving them money.  If I could have afforded to wait 6 weeks for a replacement phone, I may have opted for this, as the replacement model was actually a better phone at a cheaper price.  But alas, I could not.  I expect them to honor their written communications ($[redacted]), and at the very least, reimburse me the $[redacted] that the phone cost at the time I filed the claim (and at the time I purchased my replacement with my own money).
Sincerely,[redacted]

On August 8th I begin my claim with SquareTrade. When I purchased this warranty service on both my wife and I's Iphones I was sold on the literature and sales persons assurance that if anything happened to my phone I would have a replacement with 24 business hours. Well...I didn't have use my warranty until 1 3/4 years later (August 8th). Prior to me contacting SquareTrade I was able to troubleshoot with [redacted] my provider and it was diagnosed that my phone was having hardware malfunction. [redacted] tried to sale me on their open enrollment insurance for only $3 a month to have my Iphone 6 replaced within 24 hours due to this hardware failure. I told them NO...I have SquareTrade. Big MISTAKE! My first call to square trade I set up my email and mailing address for my new phone after they diagnosed the issue. SURPRISE! They didn't have my phone in inventory to send a replacement! They then sent me an email to have it repaired locally. I strongly urged the customer service person that repair was not an option. I paid for this warranty in cash and couldn't be without my phone for more than a day due to business use and personal use. I was then told a request had been made for a check in the retail amount to purchase the same phone new. We verified the mailing address again for the check. I received the email (August 9th) saying the Check had been approved and I must print a shipping label to return my phone. I also paid $50 deductible on August 9th. I spoke with [redacted] to gain knowledge on the purchase of a new phone with the check WHEN it arrived. They said why don't you ask them to send a compatible phone to yours (higher gig, etc). I called Square Trade again (August 11th), Verified my Mailing Address and email then made the request but told only they couldn't do that. I then questioned when I should return my phone, b/c I was trying to understand the best time to send it back that would cause the least affect time wise on me and between getting check (since I was told once they scanned the shipping label with tracking number they would release check). The customer service person told me checks were cut on Tuesdays and Thursdays for claims. We agreed to mail my phone first thing on a Monday morning. I called once again Monday morning (August 15th) to Square Trade customer service, Verified my Mailing Address & email, and received help on how to prepare my phone for shipping back. I shipped it and tracked it seeing that it arrived Tuesday afternoon. I called Square Trade customer service again (Tuesday, August 16th), verified my mailing address & email to make sure they received it and that my check had been mailed. I was told that it was being processed...What? I had already received the email saying I had been approved and was told when old phone was scanned it would have been released. I questioned a footnote in an email that said payment (can take up to 10 business days). I said how can you advertise to have a customer up and running within 24 business hours yet not guarantee the check option in no more than 10 days. Sir, "We can't overnight checks." I argued that any business can overnight anything they want and if they can overnight a phone...you can overnight a check. Wednesday, (August 17th) I received an email around 8pm saying my check had been mailed...listing the wrong address. Not even close to the pronunciation of my address!! I called immediately, and requested a call back. Once I spoke with customer service rep, Verified my Mailing Address & email address, after giving him my claim number I state the issue and reason of my call. He quickly apologizes puts me on hold to reach the accounting department or someone that can tell him what to do. He was over apologetic of the complete mistake on their part and I requested that it be mailed to me immediately (like overnight-ed). We argued, he apologized, and said he would MAKE SURE this was corrected himself. I called again on Monday (August 22nd) later in the evening and spoke with another service rep from Square Trade, Verified my Mailing Address, email address only to find out that the check had NOT been issued YET!!!! I WAS IRATE! Demanded to speak with a supervisor...Surprise..."Sorry sir there are no supervisors to talk to tonight." Really?? I found a different number off a website to contact SquareTrade to file complaint. Tuesday (August 23rd), after going through with this service rep, verifying my Mailing Address, email address and allowing him time to catch up on logs of conversations and reason for my call he informs me that they will handle it and apologize for the delay AND that the check will be processed that day to be mailed. I was again IRATE! I demanded to speak with supervisor. He put me on hold to talk to a supervisor when I demanded I wanted the check and I wanted it NOW...AS IN OVERNIGHT-ED, TRACKING NUMBER, I'M SICK OF LACK OF FOLLOW THROUGH AND NONPROFESSIONAL ETHICS. He came back to tell me his supervise said it would be handled and that it couldn't be overnighted. Really??? After this many phone calls the Supervisor...couldn't talk to a customer directly at my request. DONE!! I demanded to speak with her and did. She was SNOBBISH and showed NO SYMPATHY OR CONCERN to the fact they have had my phone for over a week, charged me $50 the day after my first phone call, and now have mailed a check to wrong address (btw forgot this..wanted me to know once the check was returned then they would issue my check), and was unwilling to get my check overnight-ed with tracking number. She assured me it would be mailed THAT DAY...she had spoken with accounting and said since it was coming from East Coast it should be there in 5 business days. Today, I called again (Tuesday, August 30th) b/c guess what...NO CHECK...only to hear well sir it's only been 7 business days...then put me on hold to talk supposedly with the supervisor I talked to and came back with very short answer...It's in the mail!!! DON'T EVER USE THIS COMPANY....Revdex.com PLEASE RATE THEM CORRECTLY BASED ON THE PERCENTAGE OF NEGATIVE REVIEWS THEY'VE GOTTEN!!!! 9 DAYS SHORT OF ONE MONTH AND MY ISSUE STILL NOT RESOLVED!!!

Initial Business Response /* (1000, 9, 2014/10/07) */
We are sorry the customer has experienced these delays. We cannot control the schedule of the local repair contractors. Based on these delays we will reimburse the customer the purchase price of the printer as well as refund the warranty...

price based on those delays.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/08) */
Ms. [redacted],
As Square Trade has yet to respond does Revdex.com follow up with them?
I really do need this reimbursement for my printer.
Thank you,
[redacted]
Ciati Notary, LLC
Final Business Response /* (4000, 13, 2014/10/23) */
We believe the issue has been resolved but if the consumer does not believe so we have sent them an email with contact information to make sure they have a way of contacting the resolution team.

Initial Business Response /* (1000, 5, 2015/08/03) */
We are sorry the consumer had issues with their device.
We have no explanation as to why our depot sent the incorrect box and why what they stated when the device was returned is not what the status of the repair was. The delay in the...

box caused a delay in the repair and this occurred through no fault of the consumer. After two attempts to repair the device we have decided to payout the customer for their device. Because of the delay in the shipment of the shipping kits we are also refunding the consumer the price of the warranty.
We have emailed the consumer our intent to refund the warranty price and payout the warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did hear back from them with regards to the refund.
Final Consumer Response /* (3000, 12, 2015/08/19) */
They told me that my refund check was mailed 8/3. It is 8/19 and I have not received the warranty refund or the reimbursement for the box.
Final Business Response /* (4000, 14, 2015/08/26) */
We are sorry for what the consumer experienced.
According to the tracking number the check for the reimbursement of the box was delivered on 8/26.

Initial Business Response /* (1000, 5, 2015/02/18) */
We can only sell warranties for used phones if they are currently covered by AT&T, Verizon, Sprint and T-Mobile. This is per an agreement with our carrier. We are sorry but there is nothing we can do about selling a warranty for a...

uninsured used phone.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They how about you spend the money and change all of your TV and Radio Commercials to make sure and tell people that you have to have insurance from those provides because you don't on any of the ones I have heard they just say if you have a old phone you can get insurance threw you guys
Final Business Response /* (4000, 9, 2015/03/09) */
We are sorry the consumer had this issue.
As per our Terms and Conditions we can only provide a warranty for a phone that has been purchased within 30 days or is covered by an active warranty provided by the consumer's carrier. This is what the consumer discovered when they tried to purchase a warranty. We did not sell a warranty and then tell the consumer it was not valid, we informed at the time of purchase what the restrictions were.

I am very disappointed with their [practises. My claim has been approved almost one year ago and it ihas not been paid yet. I hAVE SPEND AT LEAST 10 HOURS ON THE PHONE WITH THEM THEY PROMISE THAT THEY WILL CALL IN ONE HOUR AND THE CALL NEVER COMES. THEY SAID ONRE T IME IT WILL BE PRESENTED TOTHE HIGHER PEOPLE AND WILL CALL YO BUT THEY NEVER CALL. mY PRINTER IS STILL BROAJKEN AND I HAVE LOST SO MUCH OF MY OFFICE PRODUCTIVE TIME WHICH IS COSTMG ME MORE MONEY.
MY CLAIM IS STILL PENDING,..I DONOT KNOW WDHAT TO DO AND HOW TO APPROACH THEM AND HAVE HE WORK DONE.
LAW SUIT MAY BE. ??
AUTAR WALI MD.

Initial Business Response /* (1000, 5, 2015/04/16) */
We are sorry the consumer received conflicting information.
Due to the many changes in our systems in SquareTrade's attempt to offer different options so that our customers can have various choices to choose the best warranty for their...

situation our buyer warranty specialists may give the customer conflicting information. The consumer, through his own due diligence, did end up purchasing the correct warranty.
If a warranty that is purchased is an incorrect warranty we will offer a full refund at the consumer's request.
We will stand by our commitments. If a consumer is told by a SquareTrade specialist that they can purchase a certain warranty (even if the warranty is invalid) and the consumer has the Specialist's name, and extension, we would honor the purchased warranty.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/01) */
We are sorry the customer has had a delay on the payment. The sending of Gift Codes is something we cannot control. We have spoken to the customer and are having the Gift Code resent.

SquareTrade sent me an automated message on 4/01 requesting me to return the device (iPhone 6) regarding Claim Number [redacted]33 in order for the $649.99 payout to be processed.I have already sent back the two devices I have and have previously sent this information to Britney F. (Ext [redacted]6). She last contacted me 3 weeks ago. Last time she contacted me in response to my question about what I need to do, she requested that the 2 devices I had be sent back in order for all the payments to be processed and I did so immediately.The two phones are:IMEI [redacted]243IMEI [redacted]072and the return trackings for the two packages back to SquareTrade are:FedEx Tracking [redacted]432FedEx Tracking [redacted]898Since I have already completed everything Britney requested me to do, I am still awaiting the refund on the warranty, refund on the deductible, and the $649.99 payout. I have no additional devices to return. They have everything they need now.SquareTrade, please process the reimbursement to me as soon as possible to my [redacted] address:[redacted] BroadwaySte **0[redacted], NY 10018

Initial Business Response /* (1000, 5, 2014/07/01) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on this refund. I've checked with our depot and they report that they still do not have the phone sent back. Which is why the charge...

for the core has not been refunded.
But after reviewing the case and noting that this is due to a delay in the depot getting you a replacement label, I'm going to go ahead and get you refunded first.
I'll work with our shipping team to determine what happened with the phone, but as of today, your charge has been refunded. You should see the credit in about 3 business days.
Please let us know if there's anything else, we can assist you with.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/07) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
I am sorry for the delay on your claim. We obviously dropped the ball on this case in getting a unit overnighted to you. I will follow up with our service department...

and review our processes.
From our notes, it does look like a phone was sent out to you last week. I'll have a tech contact you to make sure everything is OK.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because they told me they were just going to send me a label to send my phone back now you send me a new phone whats the phone that they sent me came up to be defective soon when I wen I get charged a phone gets hot really hot another charge me 300 and $50 for nothin back the old phone what I'm trying to figure out which one I'm sending back with one label
Final Business Response /* (4000, 9, 2014/07/14) */
Hi [redacted],
I am so sorry for the error in sending you those phones. Please send them back, as we'll be offering you a full reimbursement for your defective phone.
I believe one of our managers is already working with you to refund you the for the $300 charge. I'll work with her to make sure everything goes smoothly from here.
Regards,
[redacted]

I purchased a warranty with them for my printer. The printer started having issues, I called the company and they said they would send me out a new. The new one started right away printing out an extra blank sheet of papers before it printed the job. Then later started having more errors and then completely stopped working after 45 days. I was told that there was nothing they could do about it because it was past 30days. I asked if they could get something that they sent me a new printer (like the person on the phone said), they said no it wasn't a new printer is was a refurbished printer and I should have read the warranty more closely and I was out of luck. So all my warranty got me was a refurbished printer that last 45 days. I then asked to speak to a supervisor and was told one would get back to me within 24 hrs. Was never contacted back supervisor.

The first customer service rep. I spoke to told me that they do not replace [redacted] phones, they only repalr them. Not true. Then he told me my receipt was not readable, which was not true. Then he changed his story and said they would replace the phone and it would be shipped out in 7 days. I was doubtful so I called back and spoke to someone different, which was how I found out the information he gave me was untrue. And, he approved the claim for the replacement to be sent. My issue is with my son's phone, who is away with the US military. I explained the circumstances that I would not be able to get the broken phone immediately so could we delay the shipment of the replacement until 5 days before I would be seeing him (since he can't receive or send packages at this time). The rep. said that was fine. 2 days later I got an email that the phone was being shipped that day and I would have 7 days to return the old phone or be charged up to $400. I called again and was disconnected. Called again and was put on hold for 25 minutes before I finally hung up assuming I was disconnected again. He called me back and I believe the situation is resolved for now. I need to call back to have this claim reapproved in 2 weeks so I can take my son his new phone. I have already spent a total of 2.5 hours on the phone dealing with this company's poor customer service that was out of Pakistan and I hope that the rest of it is quicker. I also had a very difficult time understanding several of the reps I spoke to due to their very thick accents.