Initial Business Response / [redacted] (1000, 6, 2015/07/26) */ We are sorry the consumer delays in the processing of their claim We don't know why there was a delay in processing the claimAs of July the device is in transit to the repair depotAs per the tracking number the device should be at the repair depot by July Our repair guarantee guarantees the repair, once it has been received, will take days to repairIf the device is not repaired in two days we will refund the warranty priceAs the device has not been received yet the guarantee does not apply Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am glad that the item is en route to be repairedBut there is still a serious problem with their system I didn't delay this processTHEY stalled the process It took me over two hours of calling them to be able to file my claim the second timeWhen you call, you navigate through a menu indicating what kind of device needs repair and where it was purchasedAt the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you backA few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent minutes navigating throughAnd you repeat the processOver and overAfter two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked upI left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop teamI believe this is a scamIt should not take hours to file a claimNot to mention this was actually my second attempt to file the claim and they showed no record of my original claim Final Business Response / [redacted] (4000, 10, 2015/08/04) */ We are glad the consumer's device was repaired and returned We are sorry there were delays in the processThese delays had NOTHING to do with what the consumer did It is not our intent to stall any processWe are addressing the issues of being able to respond to the consumer when they place a callThe menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issuesIn this case the person that took the call did not process the call in the proper manner and caused more delaysWe are addressing the issues the consumer hadWe are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly Final Consumer Response / [redacted] (2000, 12, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that the company will live up to their promisesThe issue was not one individual person who handled the call incorrectlyI called many many times over hours and every call was handled the sameIf I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I calledThis doesn't seem like a problem with an individual employee, this seems like the way the system is set upMaybe they hope someone will give up and they won't have to repair the product
Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ We are sorry the consumer had issues with their device The consumer did not purchase the warranty from the same company as the device being coveredWarranties purchased through certain vendors can only be applied to devices also purchased through said vendorThe warranty would not cover the device As per our records a resolution specialist assigned to reply to consumers when they request a manger did speak to the consumer on 4/They also explained that if the warranty is purchase through a different reseller than the product the warranty is not validIf the warranty was valid to begin with if the seller replaced the item, as in this case, the warranty would still be valid The only thing we will be able to offer the consumer is a full refund of the warrantyWe are emailing them for their approval to cancel the warranty and give them a full refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The warranty is from Square Trade I got the warranty from amazon & the laptop from ebay but before I bought the laptop from ebay I called them & asked if it was okay to purchase the hp laptop from ebay & was told yesI was told it would transfer over so I continued with the purchase of the laptopWhen I asked I spoke with a rep and his manager on this dayBoth warranties are from Square Trade and it shouldn't matter where I purchased the warrantyThe warranty is from them, the laptop is the right price range, plus they gave me their word it would be transferredIf they had told me no I would have got refund on my warranty & would have purchased the correct warrantyThe reason I called them was to avoid any issuesThey are trying to get out of not honoring their warrantyCan someone from the Revdex.com call me I will be available to talk tomorrowI also requested for manager to call me & that hasn't happen Final Business Response / [redacted] (4000, 9, 2015/05/25) */ Due to the poor messaging we made a one-time exception and processed the claim by paying out the consumerWe have spoken to the customer and have emailed them as to confirm the method of payment
Claim number: [redacted] Hello, I had a square trade warranty for my laptop, I sent it in twice and they could not fix itThen, they asked me to send my laptop and told me I would receive a full refund of my laptop ($449) in 7-business daysI have never received the checkI have called square trade numerous times and was always told that my check will be processed after this phone callI am still waitingI just talked to them on the phone minutes ago and again I asked for a supervisor or manager, again, I am told that he is busyI do not understand what this company is trying to do! They try to make me forget about my money to steal my moneyWould never recommend!
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experiencedAn internal glitch caused the delay with uploading the warrantyThe glitch has been resolved and the warranty should be uploaded with 2-business daysFor the inconvenience the consumer experienced we will refund the warranty & still provide coverage for the warranty period Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making my complaint, I was immediately contacted by SquaretradeThey promptly apologized, and they honorably offered to honor the warranty for no charge to me This company has more than exceeded my expectations, and I look forward to doing business with them again [redacted]
The first time I filed a claim on my I-phone I had owned it for about a year I dropped it on the pavement and cracked the screen Customer service was nice and stated they would send me out a refurbished phone FYI I was told when I bought the plan I would be supplied with a NEW replacement if my phone was damaged not a refurbished phone, after one or two call backs they finally sent out the refurbished phone Two weeks later I dropped the phone again and reluctantly filed another claim After a weak or two, I call back and was told they did not have a refurbished phone so they would just pay for a new phone but I would be dropped from the plan This is not what was agreed to when I signed up for the plan I did not get around to sending them the cracked phone because I would be without a phone for to days while they sent me a check A month goes by and I decide to call and see if they had received any refurbished phones The employee arrogantly stated “Look, this is how it is going to go You will send us your phone and in to days we will send you a check for a new phone.” I said calmly “This is how it is going to go, let me speak to your manager.” He was noticeably upset and put me on hold Approximately minutes or so later the same person came back on the phone and said he spoke to his manager and he would send me a refurbished phone out in to hours This was on a Monday I never heard back from them so today Friday I called again They now do not have a refurbished phone and we are back to the payout optionI sent them my cracked phone and within a week received the $payout I purchased a new I-phone for $and added Apple care I would not recommend the Square Trade if you want a plan to last two years and cover more than one accident If you want coverage for one repair and one replacement then it is fineHow do they have an A+ rating on Revdex.com when there is only positive experiences and negative experiences out of reviews?
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had an incident of theft that resulted in a damaged itemAs was explained to the customer his warranty, as per the Terms and Conditions, does not cover accidental damage Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased the warranty, I was never given the option to purchase the ADH (Accidental Damage Coverage) so based on your quote process, the assumption was that it was included (per your advertisement)It's only in the fine print at the end that it removes the coverage if the computer was bought more than days ago Your advertising and unfair practices are unlawful based on the FTC because they affect commerceYour conditions, obligations and disclosures were not advertised clearlyThey were set as a footnote, which is not regarded as making disclosure legally Your solution at this point when I have a valid claim is just to return my moneyThis is not acceptable at all! Final Business Response / [redacted] (4000, 9, 2014/10/08) */ We are sorry the customer experienced an accident that resulted in a failureAlthough SquareTrade does offer the accidental damage warranties it does have to be included in the warranty at the time of purchaseThe warranty was not sold by SquareTrade but a resellerWe cannot control what the reseller sells to the customers Final Consumer Response / [redacted] (4200, 13, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought it directly from SquareTrade on your website, so your excuse is not valid This keeps proving SquareTrade's ethics and business practices
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had delays in the return of their device We do not know why the device was not deliveredAccording to the shipping company they made numerous attempts to contact the consumer to arrange for deliveryThey are returning the unit to the repair depotOnce the depot receives the unit they will ship it overnight to the consumer Due to the delay we are refunding the warranty price to the consumer
Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the miss-messaging, but our payout process is to retrieve the unit first then process a payment after the item has been confirmed as being eligible for claim approval But I was able to review your call with the claims agent and he did mention the part where you had to send the unit in to get reimbursedThe manager you spoke with did not have a chance to review that call, unfortunately and was abiding by our policy of paying out after depot confirmationI apologize to the hassle on this That being the case, I will, of course, push your claim to full payout status firstPlease send us the tablet at your convenience using the label emailed to you You should have the Amazon Giftcode emailed to you in about business daysAnd I'll also refund you the cost of your warrantyThat will be sent back to the card you used on Amazon If you need anything else, please let me know Regards, [redacted] Consumer Response / [redacted] (3000, 12, 2014/09/29) */ Hi, thank you for sending me there responseas no I did not get this, But I want to respond to this, The first gentleman that I spoke to, did not mention that, nor did he ask if I had a printer or a box to print the label, and put everything in to, he made the call out to be that I would get stuff sent out to me like your website says, that you take care of the shipping, and he informed me it would go out the next morning, well instead of them sending out anything they sent me an emailjust telling me I had to pay to return it, and pay for a box for shipping, and that the box that it came in was not good enough, I then informed him, I needed to handle this the fasted way possible as my child uses it for home school, and every day that we did not get on, we had an absence said they would rush it, I then called back in that next morning when I got the email for then to be told I had to send it in first, and I had to pay for everything to send it back, that it was just a label and I could write the information down on the boxat that point I got very upset and then they started telling me that they were not going to do anything with it and close my case, amazon even called to find out why the problems, and they were told the same thing I was, that it was my resposniblity to pay for the return and the shipping, but that is not what your website say!so with that being said and me not having a printer, I would like a return box and lable sent out to me, so I can send it back in, and continue to wait, like I have beenand you have not even held up to your time frame online eitheriam not very happy at all Thank You [redacted] Thank You [redacted] Business Response / [redacted] (4000, 14, 2014/10/01) */ We are sorry the customer had this experienceOur resolution manager did explain what was said over the phoneAs per the Terms and Conditions we are not able to payout the customer without an audit of the item being sent inHe pushed the claim to payout as well as refund the warranty price Consumer Response / [redacted] (4200, 16, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) in there warranty it states they pay for shipping, here is a copy from there site Protection from Common Malfunctions Repairing your average mechanical or electrical failure can cost as much as buying a new deviceWith SquareTrade, you're coveredincluding parts and labor 5-Day Service Guarantee & Free Shipping We'll repair your item in five business days or less after we've received it, guaranteedWe'll also pay for shipping to and from our repair centerThey are refusing to send me something to ship it to them, I do not have a printer to print it, nor a box to put it inso again as you can see they are not holding up to there end of the deal by the free shipping! And when I called and asked if they can mail it to me they told me noso again they are refusing to take care of the issueI will consider small claims court as well and go after them for alot more than this, if there games dont stop
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We cannot respond to this complaint as the consumer has told us that they are starting legal proceedings and we cannot make any statements until the issue is resolved legally Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the email in which you will read the d e was never a moment I said I was suing themI clearly informed him that his allegationo could be disproven in the courtroom AND of how legal proceedings occur in a courtroomThey don't seem to understand English language and have quickly turned this into something that MAYBE a lawyer in fact needs to pursue This company refuses to take responsibility and is now hiding behind more lies saying they can't not only refund me, but also respond because I've sought legal proceedingsIf that was the case I wouldn't have come to the Revdex.com Final Business Response / [redacted] (4000, 10, 2015/03/05) */ We are sorry the consumer had an issue with their device We do not know how the damage occurred on the device as when it left out depot it was operating and had no damageAs per our Terms and Conditions the warranty does not cover cosmetic issues so the damage would not have been coveredCustomer called back to say that there were other issues with the computer after she just reported the damage We are willing to process a payout in this case to resolve this warrantyThe consumer will get an approval email and when she sends the unit back we will reimburse her the purchase price Final Consumer Response / [redacted] (2000, 12, 2015/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are still denying responsibility for damaging my laptop They are still lying saying I've been the one inconsistent, but I have all the evidence (recorded phone calls, photos of before and after, and several emails) I am relieved to finally get the justice I deserveThey have promised to pay me the full purchase price which is via check by mail after they receive my laptop I will be sure to get a tracking number and receipt because I have a strong feeling they will lie saying they didn't receive to avoid what they have been for so long- a refund for my device, the purchase price I will never use their service again!
We are sorry for a [redacted] confusion experienced during the claim process SquareTrade requires an authorization form detailing a [redacted] repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been received and a reimbursement check has been issued to the consumer
Initial Business Response / [redacted] (1000, 6, 2015/05/14) */ We are sorry the consumer had issues with their claim We have reviewed the claim and have spoken with the consumer to resolve their issuesWe are doing a full payout on the warranty and are processing the paymentThe consumer agreed and these issues have been resolved Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (4000, 8, 2014/10/23) */ We are sorry the consumer had this failure on their deviceWhen proceeding with the repair our technicians could see the liquid indicators on the device showed liquid exposureThe Terms and Conditions of the warranty show that accidents are not coveredFor that reason the claim was denied We are trying to work to the customer to see if we can come up with a better solution for them Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/10/23) */ Squaretrade is offering me a refundI would like to close the case pending my receipt of the checkThank you, [redacted] Final Business Response / [redacted] (4000, 13, 2014/10/30) */ We have processed a check in the amount of the purchaseAs per the consumer's response they will close the case pending the receipt of the paymentThey should receive the check by November Final Consumer Response / [redacted] (2000, 15, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I signed up for Squaretrade at Costco The people that answer the customer service phones are very hard to understandThe first person I spoke with, I could not understand what he was trying to tell me, so I requested another representativeHe 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 repairableNext they search inventory for a replacementOf 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 weekFinally, they agreed to send us a refurbished iPhone with the next level up in memoryProblem solved for the time beingI hoped the phone works properlyThis entire process took about minutes on the phoneNot very user friendly
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer had such a delay in their repair Our system procedures changed from the first claim to the second claim which caused the device to be shipped to the incorrect locationThis is the period of time that the system showed the device as being lostIt actually was in transit to the correct repair location Due to the extended delay the consumer experienced we are paying them what they paid for the device
I received wonderful service, filed my first claim on a Saturday , took my phone to the IPhone store had it replaced on Sunday and was reimbursed by Tuesday in fullNo problems whatsoever, customer service was excellent, explained everything to me I have my whole family which is four phones insured with Square TradeI have recommended to all my friends
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had this experienceWe have no control on how long a depot takes to repair an itemThe depot also did not update us on the status of the repairWe have since settled with the customer with a payout on the unit and refunding the warranty price as per our day repair guarantee Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Squaretrade also promised that both of my hard disks would be returned to meI have still not heard any news of them being sent out to me Final Business Response / [redacted] (4000, 9, 2014/10/14) */ We are sorry the consumer had so many problems with this repair The day guarantee we offer is for when we cannot repair the unit in days once it is delivered to the repair depotThis repair exceeded the days and we sent a check to the consumer for the warranty price The agents were just relaying information that the repair depot sent to us based on what they were told by the suppliers of the partsThey were updating the information dailyWe cannot control the suppliers of parts and the information they pass to our repair depot The unit was deemed unrepairable due to delays and we paid the customer out the price they paid for the unitWe also returned the unit's hard drive to the consumer for security reasons Final Consumer Response / [redacted] (2000, 11, 2014/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'm sorry for the hassle on your phoneFrom our notes on your account, I do see that one of our Customer Care managers have offered to issue that second check for you, to make you whole for your original purchase You will receive this check in to business days Please contact us if you need anything else Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/01) */ I was contacted by a claim specialist manager named Jensen who said SqareTrade would assume responsibility and send me a check for the rest of the amountI will wait to withdraw this complaint until I actually get the second check in about to business daysI will update this when it is fully resolved
Revdex.com: everything looks the same as when I submitted Not sure of what my part is here by accepting, nothing has changed.I have reviewed the response made by the business in reference to ContextualSpelling" id=data-gr-id="7">complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the issues you had with our phone service repsIn an effort to provide round the clock coverage, we have contracted a portion of our customer service through an off-shore companyBut you always have an option to request an agent in the States to speak with you If you can contact me at [redacted] @squaretrade.com with the time you called, I'll see if I can track back to your calls and provide training/feedback to the agents you spoke withAnd if you can provide me with a phone number and a good time for us to reach out to you, I'll have one of our specialist contact you to offer assistance Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/07/26) */ We are sorry the consumer delays in the processing of their claim We don't know why there was a delay in processing the claimAs of July the device is in transit to the repair depotAs per the tracking number the device should be at the repair depot by July Our repair guarantee guarantees the repair, once it has been received, will take days to repairIf the device is not repaired in two days we will refund the warranty priceAs the device has not been received yet the guarantee does not apply Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am glad that the item is en route to be repairedBut there is still a serious problem with their system I didn't delay this processTHEY stalled the process It took me over two hours of calling them to be able to file my claim the second timeWhen you call, you navigate through a menu indicating what kind of device needs repair and where it was purchasedAt the end of the menu, you are connected with someone who tells you that they can't help you because the laptop team handles all laptop claims and you are told that the laptop team will call you backA few minutes later you receive a call, and when you pick up you are connected with the same menu that you just spent minutes navigating throughAnd you repeat the processOver and overAfter two hours, asking to talk to a manager (who never picked up, I was put on hold and they literally never picked upI left that phone on speaker phone and continued to call from another phone.) finally I explained to the person that I had filed a claim with the Revdex.com and that time they said they were able to process my claim and I didn't need to get a call back from the laptop teamI believe this is a scamIt should not take hours to file a claimNot to mention this was actually my second attempt to file the claim and they showed no record of my original claim Final Business Response / [redacted] (4000, 10, 2015/08/04) */ We are glad the consumer's device was repaired and returned We are sorry there were delays in the processThese delays had NOTHING to do with what the consumer did It is not our intent to stall any processWe are addressing the issues of being able to respond to the consumer when they place a callThe menu was created to help accelerate the claim process, getting the consumer to the specialist that will be able to resolve their issuesIn this case the person that took the call did not process the call in the proper manner and caused more delaysWe are addressing the issues the consumer hadWe are hiring more specialists and mangers to relieve the issues of delays in working with the consumers and training so that the consumers are being handled properly Final Consumer Response / [redacted] (2000, 12, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that the company will live up to their promisesThe issue was not one individual person who handled the call incorrectlyI called many many times over hours and every call was handled the sameIf I was able to reach a person at all (most often I ended up in an endless loop of menus or was put on endless hold), they promised a callback and the callbacks were always just the same menu as when I calledThis doesn't seem like a problem with an individual employee, this seems like the way the system is set upMaybe they hope someone will give up and they won't have to repair the product
Final Consumer Response / [redacted] (2000, 7, 2015/01/22) */ This complaint has finally been resolved
Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ We are sorry the consumer had issues with their device The consumer did not purchase the warranty from the same company as the device being coveredWarranties purchased through certain vendors can only be applied to devices also purchased through said vendorThe warranty would not cover the device As per our records a resolution specialist assigned to reply to consumers when they request a manger did speak to the consumer on 4/They also explained that if the warranty is purchase through a different reseller than the product the warranty is not validIf the warranty was valid to begin with if the seller replaced the item, as in this case, the warranty would still be valid The only thing we will be able to offer the consumer is a full refund of the warrantyWe are emailing them for their approval to cancel the warranty and give them a full refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The warranty is from Square Trade I got the warranty from amazon & the laptop from ebay but before I bought the laptop from ebay I called them & asked if it was okay to purchase the hp laptop from ebay & was told yesI was told it would transfer over so I continued with the purchase of the laptopWhen I asked I spoke with a rep and his manager on this dayBoth warranties are from Square Trade and it shouldn't matter where I purchased the warrantyThe warranty is from them, the laptop is the right price range, plus they gave me their word it would be transferredIf they had told me no I would have got refund on my warranty & would have purchased the correct warrantyThe reason I called them was to avoid any issuesThey are trying to get out of not honoring their warrantyCan someone from the Revdex.com call me I will be available to talk tomorrowI also requested for manager to call me & that hasn't happen Final Business Response / [redacted] (4000, 9, 2015/05/25) */ Due to the poor messaging we made a one-time exception and processed the claim by paying out the consumerWe have spoken to the customer and have emailed them as to confirm the method of payment
Claim number: [redacted] Hello, I had a square trade warranty for my laptop, I sent it in twice and they could not fix itThen, they asked me to send my laptop and told me I would receive a full refund of my laptop ($449) in 7-business daysI have never received the checkI have called square trade numerous times and was always told that my check will be processed after this phone callI am still waitingI just talked to them on the phone minutes ago and again I asked for a supervisor or manager, again, I am told that he is busyI do not understand what this company is trying to do! They try to make me forget about my money to steal my moneyWould never recommend!
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We apologize for the issue the consumer experiencedAn internal glitch caused the delay with uploading the warrantyThe glitch has been resolved and the warranty should be uploaded with 2-business daysFor the inconvenience the consumer experienced we will refund the warranty & still provide coverage for the warranty period Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making my complaint, I was immediately contacted by SquaretradeThey promptly apologized, and they honorably offered to honor the warranty for no charge to me This company has more than exceeded my expectations, and I look forward to doing business with them again [redacted]
The first time I filed a claim on my I-phone I had owned it for about a year I dropped it on the pavement and cracked the screen Customer service was nice and stated they would send me out a refurbished phone FYI I was told when I bought the plan I would be supplied with a NEW replacement if my phone was damaged not a refurbished phone, after one or two call backs they finally sent out the refurbished phone Two weeks later I dropped the phone again and reluctantly filed another claim After a weak or two, I call back and was told they did not have a refurbished phone so they would just pay for a new phone but I would be dropped from the plan This is not what was agreed to when I signed up for the plan I did not get around to sending them the cracked phone because I would be without a phone for to days while they sent me a check A month goes by and I decide to call and see if they had received any refurbished phones The employee arrogantly stated “Look, this is how it is going to go You will send us your phone and in to days we will send you a check for a new phone.” I said calmly “This is how it is going to go, let me speak to your manager.” He was noticeably upset and put me on hold Approximately minutes or so later the same person came back on the phone and said he spoke to his manager and he would send me a refurbished phone out in to hours This was on a Monday I never heard back from them so today Friday I called again They now do not have a refurbished phone and we are back to the payout optionI sent them my cracked phone and within a week received the $payout I purchased a new I-phone for $and added Apple care I would not recommend the Square Trade if you want a plan to last two years and cover more than one accident If you want coverage for one repair and one replacement then it is fineHow do they have an A+ rating on Revdex.com when there is only positive experiences and negative experiences out of reviews?
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had an incident of theft that resulted in a damaged itemAs was explained to the customer his warranty, as per the Terms and Conditions, does not cover accidental damage Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased the warranty, I was never given the option to purchase the ADH (Accidental Damage Coverage) so based on your quote process, the assumption was that it was included (per your advertisement)It's only in the fine print at the end that it removes the coverage if the computer was bought more than days ago Your advertising and unfair practices are unlawful based on the FTC because they affect commerceYour conditions, obligations and disclosures were not advertised clearlyThey were set as a footnote, which is not regarded as making disclosure legally Your solution at this point when I have a valid claim is just to return my moneyThis is not acceptable at all! Final Business Response / [redacted] (4000, 9, 2014/10/08) */ We are sorry the customer experienced an accident that resulted in a failureAlthough SquareTrade does offer the accidental damage warranties it does have to be included in the warranty at the time of purchaseThe warranty was not sold by SquareTrade but a resellerWe cannot control what the reseller sells to the customers Final Consumer Response / [redacted] (4200, 13, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought it directly from SquareTrade on your website, so your excuse is not valid This keeps proving SquareTrade's ethics and business practices
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had delays in the return of their device We do not know why the device was not deliveredAccording to the shipping company they made numerous attempts to contact the consumer to arrange for deliveryThey are returning the unit to the repair depotOnce the depot receives the unit they will ship it overnight to the consumer Due to the delay we are refunding the warranty price to the consumer
Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the miss-messaging, but our payout process is to retrieve the unit first then process a payment after the item has been confirmed as being eligible for claim approval But I was able to review your call with the claims agent and he did mention the part where you had to send the unit in to get reimbursedThe manager you spoke with did not have a chance to review that call, unfortunately and was abiding by our policy of paying out after depot confirmationI apologize to the hassle on this That being the case, I will, of course, push your claim to full payout status firstPlease send us the tablet at your convenience using the label emailed to you You should have the Amazon Giftcode emailed to you in about business daysAnd I'll also refund you the cost of your warrantyThat will be sent back to the card you used on Amazon If you need anything else, please let me know Regards, [redacted] Consumer Response / [redacted] (3000, 12, 2014/09/29) */ Hi, thank you for sending me there responseas no I did not get this, But I want to respond to this, The first gentleman that I spoke to, did not mention that, nor did he ask if I had a printer or a box to print the label, and put everything in to, he made the call out to be that I would get stuff sent out to me like your website says, that you take care of the shipping, and he informed me it would go out the next morning, well instead of them sending out anything they sent me an emailjust telling me I had to pay to return it, and pay for a box for shipping, and that the box that it came in was not good enough, I then informed him, I needed to handle this the fasted way possible as my child uses it for home school, and every day that we did not get on, we had an absence said they would rush it, I then called back in that next morning when I got the email for then to be told I had to send it in first, and I had to pay for everything to send it back, that it was just a label and I could write the information down on the boxat that point I got very upset and then they started telling me that they were not going to do anything with it and close my case, amazon even called to find out why the problems, and they were told the same thing I was, that it was my resposniblity to pay for the return and the shipping, but that is not what your website say!so with that being said and me not having a printer, I would like a return box and lable sent out to me, so I can send it back in, and continue to wait, like I have beenand you have not even held up to your time frame online eitheriam not very happy at all Thank You [redacted] Thank You [redacted] Business Response / [redacted] (4000, 14, 2014/10/01) */ We are sorry the customer had this experienceOur resolution manager did explain what was said over the phoneAs per the Terms and Conditions we are not able to payout the customer without an audit of the item being sent inHe pushed the claim to payout as well as refund the warranty price Consumer Response / [redacted] (4200, 16, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) in there warranty it states they pay for shipping, here is a copy from there site Protection from Common Malfunctions Repairing your average mechanical or electrical failure can cost as much as buying a new deviceWith SquareTrade, you're coveredincluding parts and labor 5-Day Service Guarantee & Free Shipping We'll repair your item in five business days or less after we've received it, guaranteedWe'll also pay for shipping to and from our repair centerThey are refusing to send me something to ship it to them, I do not have a printer to print it, nor a box to put it inso again as you can see they are not holding up to there end of the deal by the free shipping! And when I called and asked if they can mail it to me they told me noso again they are refusing to take care of the issueI will consider small claims court as well and go after them for alot more than this, if there games dont stop
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We cannot respond to this complaint as the consumer has told us that they are starting legal proceedings and we cannot make any statements until the issue is resolved legally Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the email in which you will read the d e was never a moment I said I was suing themI clearly informed him that his allegationo could be disproven in the courtroom AND of how legal proceedings occur in a courtroomThey don't seem to understand English language and have quickly turned this into something that MAYBE a lawyer in fact needs to pursue This company refuses to take responsibility and is now hiding behind more lies saying they can't not only refund me, but also respond because I've sought legal proceedingsIf that was the case I wouldn't have come to the Revdex.com Final Business Response / [redacted] (4000, 10, 2015/03/05) */ We are sorry the consumer had an issue with their device We do not know how the damage occurred on the device as when it left out depot it was operating and had no damageAs per our Terms and Conditions the warranty does not cover cosmetic issues so the damage would not have been coveredCustomer called back to say that there were other issues with the computer after she just reported the damage We are willing to process a payout in this case to resolve this warrantyThe consumer will get an approval email and when she sends the unit back we will reimburse her the purchase price Final Consumer Response / [redacted] (2000, 12, 2015/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are still denying responsibility for damaging my laptop They are still lying saying I've been the one inconsistent, but I have all the evidence (recorded phone calls, photos of before and after, and several emails) I am relieved to finally get the justice I deserveThey have promised to pay me the full purchase price which is via check by mail after they receive my laptop I will be sure to get a tracking number and receipt because I have a strong feeling they will lie saying they didn't receive to avoid what they have been for so long- a refund for my device, the purchase price I will never use their service again!
We are sorry for a [redacted] confusion experienced during the claim process SquareTrade requires an authorization form detailing a [redacted] repairs or replacement done before reimbursement can be sent to the consumer for a repair done locallyAccording to our records, all of the necessary information has been received and a reimbursement check has been issued to the consumer
Initial Business Response / [redacted] (1000, 6, 2015/05/14) */ We are sorry the consumer had issues with their claim We have reviewed the claim and have spoken with the consumer to resolve their issuesWe are doing a full payout on the warranty and are processing the paymentThe consumer agreed and these issues have been resolved Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (4000, 8, 2014/10/23) */ We are sorry the consumer had this failure on their deviceWhen proceeding with the repair our technicians could see the liquid indicators on the device showed liquid exposureThe Terms and Conditions of the warranty show that accidents are not coveredFor that reason the claim was denied We are trying to work to the customer to see if we can come up with a better solution for them Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/10/23) */ Squaretrade is offering me a refundI would like to close the case pending my receipt of the checkThank you, [redacted] Final Business Response / [redacted] (4000, 13, 2014/10/30) */ We have processed a check in the amount of the purchaseAs per the consumer's response they will close the case pending the receipt of the paymentThey should receive the check by November Final Consumer Response / [redacted] (2000, 15, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I signed up for Squaretrade at Costco The people that answer the customer service phones are very hard to understandThe first person I spoke with, I could not understand what he was trying to tell me, so I requested another representativeHe 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 repairableNext they search inventory for a replacementOf 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 weekFinally, they agreed to send us a refurbished iPhone with the next level up in memoryProblem solved for the time beingI hoped the phone works properlyThis entire process took about minutes on the phoneNot very user friendly
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer had such a delay in their repair Our system procedures changed from the first claim to the second claim which caused the device to be shipped to the incorrect locationThis is the period of time that the system showed the device as being lostIt actually was in transit to the correct repair location Due to the extended delay the consumer experienced we are paying them what they paid for the device
I received wonderful service, filed my first claim on a Saturday , took my phone to the IPhone store had it replaced on Sunday and was reimbursed by Tuesday in fullNo problems whatsoever, customer service was excellent, explained everything to me I have my whole family which is four phones insured with Square TradeI have recommended to all my friends
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had this experienceWe have no control on how long a depot takes to repair an itemThe depot also did not update us on the status of the repairWe have since settled with the customer with a payout on the unit and refunding the warranty price as per our day repair guarantee Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Squaretrade also promised that both of my hard disks would be returned to meI have still not heard any news of them being sent out to me Final Business Response / [redacted] (4000, 9, 2014/10/14) */ We are sorry the consumer had so many problems with this repair The day guarantee we offer is for when we cannot repair the unit in days once it is delivered to the repair depotThis repair exceeded the days and we sent a check to the consumer for the warranty price The agents were just relaying information that the repair depot sent to us based on what they were told by the suppliers of the partsThey were updating the information dailyWe cannot control the suppliers of parts and the information they pass to our repair depot The unit was deemed unrepairable due to delays and we paid the customer out the price they paid for the unitWe also returned the unit's hard drive to the consumer for security reasons Final Consumer Response / [redacted] (2000, 11, 2014/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'm sorry for the hassle on your phoneFrom our notes on your account, I do see that one of our Customer Care managers have offered to issue that second check for you, to make you whole for your original purchase You will receive this check in to business days Please contact us if you need anything else Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/01) */ I was contacted by a claim specialist manager named Jensen who said SqareTrade would assume responsibility and send me a check for the rest of the amountI will wait to withdraw this complaint until I actually get the second check in about to business daysI will update this when it is fully resolved
Revdex.com: everything looks the same as when I submitted Not sure of what my part is here by accepting, nothing has changed.I have reviewed the response made by the business in reference to ContextualSpelling" id=data-gr-id="7">complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the issues you had with our phone service repsIn an effort to provide round the clock coverage, we have contracted a portion of our customer service through an off-shore companyBut you always have an option to request an agent in the States to speak with you If you can contact me at [redacted] @squaretrade.com with the time you called, I'll see if I can track back to your calls and provide training/feedback to the agents you spoke withAnd if you can provide me with a phone number and a good time for us to reach out to you, I'll have one of our specialist contact you to offer assistance Regards, [redacted] ***