When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device Currently, we do not have the consumers phone in stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer
I bought a SquareTrade warranty on my $4,Sony video camera from B&H Photo at time of purchase They advertise a guarantee of a day turnaround to repair or replace products I accidentally ran over my video camera during a production shoot, destroyed it, and sent it in the SquareTrade We got an auto-email notice that it was received After that we didn't hear a thing for a long while Finally we tried calling, got a runaround and were told they would email us right away and give a status update That never happened A few days later I had to call again And then again They never contact us, they don't respond, they can't give information about my camera, and this is after full weeks of having my camera! I use this camera to make my living I asked repeatedly to talk to a manager and couldn't get one Finally after a [redacted] complaint (funny how that works) I get contacted by a manager who then tells me it's going to be MORE THAN A MONTH before I'll even see my camera! What? What kind of warranty is this, I bought it based on a guaranteed day turnaround otherwise I would've just gone through my insurance company Communication is bad, they just want you off the phone and go away, and that's after YOU call them This is a bad experience and I just want to warn others, especially professionals who need their equipment for business, that I do not recommend this company in any way I'm just an honest videographer trying to do the right thing and cover my camera, I paid $for my warranty, quite high, for the peace of mind of something happening to it Well, something did and SquareTrade has been a nightmare to work with and I'm without a camera for at least weeks
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisI'll get a check out to you in about business days by Fedex We dropped the ball on this case, and I'm sorry for thatWe do need to send requests to our accounting team for payment resends, but you shouldn't have to wait this long for that Please let me know if I can be of any further help Regards, [redacted] ***
Without the original receipt they will not honor their claims at all, it does not matter what other paperwork you might have, without your receipt they will tell you to effectively [redacted] offNeedless to say, I am not pleased, both as a customer and as an employee of the company I bought the protected product from
I purchased a protection plan for my Galaxy Edge Plus last November I dropped the phone on May 4, and broke the screen I called Square Trade that day to find out how to proceed they told me to get the phone repaired locally and I did that day I sent in receipt for the repairs and have been waiting a month for payment I have made calls on separate dates in that time to find out what is going on I have been told that payment was to be made each time but have not received a check as of June 7, Terrible liars!!!!!!!!!!!!!
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the denial on this claimI am glad that we were able to take a second review of your claim and have approved it for in home repair I'll follow up with our service manager to make sure everything is going smoothly If you have any concerns, please let me know right away Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/05/20) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I apologize for the confusion, but we're due to inventory and cost issues, we're unable to offer new replacementsIn most cases, SquareTrade will attempt to repair your device either at our repair depot or offer to reimburse you for repairs done locally Repairing it at Apple, the local repair option, is one of the more efficient ways of doing a repair for an iPhone, since you're would not have to wait to ship your phone to us and can usually get same day service from SquareTradeOnce this is completed, you can email us a copy of your invoice and we'll provide you with a reimbursement quickly; taking only business days for PayPal, or to business days by check We do not advertise that we send out new replacementsIf you were messaged that, can you send me more info? I'll review and address if necessaryYou can reach me at [redacted] @squaretrade.com From reviewing your case, I do see that you've opted to have your item repaired at ApplePlease send us the copy of your invoice once repairs are done and we'll get that reimbursement set up for you Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ We apologize for the issue the consumer experienced with their device After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair As stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills." A refund has been processed for the warrantyTypically the amount refunded is prorated but as a courtesy the consumer will receive a full refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician caused the damaged screenBased on the handling of this setThe samsung owners manual states to have or more people handle itThis tech lifted from one end by himselfHe declined my offer for helpIf this Crack had been prior to servicing, there is no way possible he would have missedHe hid it by turning the set towards the wall then did not returnI have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriateAlso had it been cracked prior the handling would have basically split the screenConsider picking up an pound flexible item from one endSquaretrade gave no consideration to the facts and timeline The contract was for repair of this setThey went outside the contract by breaking the setIt is now unrepairaleI would require a replacement set Final Business Response / [redacted] (4000, 14, 2016/01/14) */ Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his deviceThe check has been processed & will be mailed to the consumer Final Consumer Response / [redacted] (4200, 16, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) this has dragged on since Dec 7.On Dec I responded to a message from a Squaretrade repthey wanted to know what I wanted them to doI suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damagedRep said they would respond later that dayNo response until I contacted them on the sixth.I was told they processed a check for on the 4thas this seemed to continue to be dragged out I accepted thissquaretrades current response to Revdex.com is that as the 14th a check will be mailedThis is not acceptableThey broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sentI have email to confirm they mailed check according to repshould have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end
I purchased a printer at Staples with the Square Trade Warranty and I will never buy a printer again from Staples if Square Trade is the warranty company It has been an awful experience The process took nearly a month and I had to initiate all the calls as no one from Square Trade followed thru It was always excuses as to why it wasn't processed I have dealt with many warranty companies before and they have all been great Don't expect much from Square Trade!
I purchased a five year warranty with this company on a television purchased at Sam's Club in Kansas at the Legends location on black Friday the brand name was Vizio after not quite years the television developed a panel issue I contacted Vizio first they have only yr warranty Square Trade only covered purchase price which was sale price but use replacement explanation in warranty and affidavit just know they will not replace your item at a replacement cost
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We apologize the consumer had issues with their device The consumer's device experienced additional damage prior to being sent to the repair centerDue to the consumer not indicated additional damage was sustained caused the audit to failWe are in the process of rectifying this issue and will contact the consumer again to move forward
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replacedWe then email the consumer with the model of the TV we are offering and the features of the TVMany consumers find this to be a convenience as they will not have to "shop around" for a replacementOf course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price
Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for this disappointing newsBut our warranty offered on our website is clearly indicated to only cover new itemsUnfortunately, we are not able to individually verify every invoice submitted through our purchase verification at the time of submission Unfortunately, your tablet does not qualify for the coverage purchasedWe will offer you a full refund on your warranty, but we will not be able to approve your claim If you want more information, please contact me at [redacted] @squaretrade.com Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ We are sorry the consumer had an issue with our policy This policy was initiated to protect SquareTrade from continuous lossesThe messaging to the consumers was not clearly doneBecause of that there were issues consumers were experiencing To make our consumer experience better we have since stopped that policy and are no longer holding funds automatically
Initial Business Response / [redacted] (1000, 5, 2014/05/14) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I'm not sure what occurred hereFrom what I can see, you have two claims with SquareTradeOne for your headphones, which as you've been told, has been approved for payout Your other claim is for your TVOne of our agents have been trying to call you to set up an appointment to send out a tech for youBut has not heard back from youI will ask her to try to reach out to you again Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 shopAs of today the technician has been onsite and the issue with the device has been addressed Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/02) */ Company has resolved the issuePlease do not contact Company
Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ We are sorry the consumer was misinformed by our specialist Due to the fact that the issue was on our side we have made arrangements to have the consumer reimbursed the purchase price of the unit Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) If Squaretrade can fullfill the warranty service, then I will not have anymore concern Thank you Revdex.com for your help
Purchased a protection plan with Square Trade on Dec on [redacted] website to cover a Yamaha portable grand keyboard for my granddaughter As of January 18, still haven't received either a snail mail nor email copy of the plan and despite contacting seller through Amazon to inquire about the order, have received no response I can only imagine a similar stonewalling in trying to file a claim
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with our warranty The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active We have contacted the consumer with our offer and are awaiting their approval
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device The phone that we had issues sending a replacement phone that operated properly was resolved eight months agoThe delay caused by us wanting to make sure a proper replacement phone was sent As per our terms and conditions we will provide a replacement device, if availableIn the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburseThis usually is the fastest way a unit can be repairedThis is the option the consumer choseWe are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability
When Squaretrade does not have phones in stock to send to consumers, the next recourse would be to offer a repair option or in this case, reimbursement for the failing device Currently, we do not have the consumers phone in stockSince the original carrier of the warrantied device has the phone available, we wouldn't be able to provide additional reimbursement for a device through an alternate service providerAs it stands, Squaretrade can only offer the original reimbursement option to the consumer
I bought a SquareTrade warranty on my $4,Sony video camera from B&H Photo at time of purchase They advertise a guarantee of a day turnaround to repair or replace products I accidentally ran over my video camera during a production shoot, destroyed it, and sent it in the SquareTrade We got an auto-email notice that it was received After that we didn't hear a thing for a long while Finally we tried calling, got a runaround and were told they would email us right away and give a status update That never happened A few days later I had to call again And then again They never contact us, they don't respond, they can't give information about my camera, and this is after full weeks of having my camera! I use this camera to make my living I asked repeatedly to talk to a manager and couldn't get one Finally after a [redacted] complaint (funny how that works) I get contacted by a manager who then tells me it's going to be MORE THAN A MONTH before I'll even see my camera! What? What kind of warranty is this, I bought it based on a guaranteed day turnaround otherwise I would've just gone through my insurance company Communication is bad, they just want you off the phone and go away, and that's after YOU call them This is a bad experience and I just want to warn others, especially professionals who need their equipment for business, that I do not recommend this company in any way I'm just an honest videographer trying to do the right thing and cover my camera, I paid $for my warranty, quite high, for the peace of mind of something happening to it Well, something did and SquareTrade has been a nightmare to work with and I'm without a camera for at least weeks
Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisI'll get a check out to you in about business days by Fedex We dropped the ball on this case, and I'm sorry for thatWe do need to send requests to our accounting team for payment resends, but you shouldn't have to wait this long for that Please let me know if I can be of any further help Regards, [redacted] ***
Without the original receipt they will not honor their claims at all, it does not matter what other paperwork you might have, without your receipt they will tell you to effectively [redacted] offNeedless to say, I am not pleased, both as a customer and as an employee of the company I bought the protected product from
I purchased a protection plan for my Galaxy Edge Plus last November I dropped the phone on May 4, and broke the screen I called Square Trade that day to find out how to proceed they told me to get the phone repaired locally and I did that day I sent in receipt for the repairs and have been waiting a month for payment I have made calls on separate dates in that time to find out what is going on I have been told that payment was to be made each time but have not received a check as of June 7, Terrible liars!!!!!!!!!!!!!
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the denial on this claimI am glad that we were able to take a second review of your claim and have approved it for in home repair I'll follow up with our service manager to make sure everything is going smoothly If you have any concerns, please let me know right away Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/05/20) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I apologize for the confusion, but we're due to inventory and cost issues, we're unable to offer new replacementsIn most cases, SquareTrade will attempt to repair your device either at our repair depot or offer to reimburse you for repairs done locally Repairing it at Apple, the local repair option, is one of the more efficient ways of doing a repair for an iPhone, since you're would not have to wait to ship your phone to us and can usually get same day service from SquareTradeOnce this is completed, you can email us a copy of your invoice and we'll provide you with a reimbursement quickly; taking only business days for PayPal, or to business days by check We do not advertise that we send out new replacementsIf you were messaged that, can you send me more info? I'll review and address if necessaryYou can reach me at [redacted] @squaretrade.com From reviewing your case, I do see that you've opted to have your item repaired at ApplePlease send us the copy of your invoice once repairs are done and we'll get that reimbursement set up for you Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ We apologize for the issue the consumer experienced with their device After reviewing the pictures and the recorded information, our television technicians determined that the damage to the tv was sustained prior to the initial repair As stated in the Terms & Conditions, Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills." A refund has been processed for the warrantyTypically the amount refunded is prorated but as a courtesy the consumer will receive a full refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician caused the damaged screenBased on the handling of this setThe samsung owners manual states to have or more people handle itThis tech lifted from one end by himselfHe declined my offer for helpIf this Crack had been prior to servicing, there is no way possible he would have missedHe hid it by turning the set towards the wall then did not returnI have spoken with Samsung and another local repair company and both have no doubt that the handling by this technical was total innaptopriateAlso had it been cracked prior the handling would have basically split the screenConsider picking up an pound flexible item from one endSquaretrade gave no consideration to the facts and timeline The contract was for repair of this setThey went outside the contract by breaking the setIt is now unrepairaleI would require a replacement set Final Business Response / [redacted] (4000, 14, 2016/01/14) */ Though our television technicians determined that the damage to the tv was sustained prior to the initial repair we are making an exception to payout the consumer for his deviceThe check has been processed & will be mailed to the consumer Final Consumer Response / [redacted] (4200, 16, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) this has dragged on since Dec 7.On Dec I responded to a message from a Squaretrade repthey wanted to know what I wanted them to doI suggested that they replace with a somewhat comparable set Samsung 9500, even though it would still be considered less quality picture than the plasma that they had damagedRep said they would respond later that dayNo response until I contacted them on the sixth.I was told they processed a check for on the 4thas this seemed to continue to be dragged out I accepted thissquaretrades current response to Revdex.com is that as the 14th a check will be mailedThis is not acceptableThey broke my tv offered much less than replacement cost and have lied multiple times regarding payment having been sentI have email to confirm they mailed check according to repshould have been received days ago Pay for comparable replacement LG OLED $5999.I was acceptable to lesser as we have been without TV and preferred to expedite,however even after accepting less than value they still did not fulfill their end
I purchased a printer at Staples with the Square Trade Warranty and I will never buy a printer again from Staples if Square Trade is the warranty company It has been an awful experience The process took nearly a month and I had to initiate all the calls as no one from Square Trade followed thru It was always excuses as to why it wasn't processed I have dealt with many warranty companies before and they have all been great Don't expect much from Square Trade!
I purchased a five year warranty with this company on a television purchased at Sam's Club in Kansas at the Legends location on black Friday the brand name was Vizio after not quite years the television developed a panel issue I contacted Vizio first they have only yr warranty Square Trade only covered purchase price which was sale price but use replacement explanation in warranty and affidavit just know they will not replace your item at a replacement cost
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We apologize the consumer had issues with their device The consumer's device experienced additional damage prior to being sent to the repair centerDue to the consumer not indicated additional damage was sustained caused the audit to failWe are in the process of rectifying this issue and will contact the consumer again to move forward
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their device As part of our service to the consumer we do offer a replacement TV with the features that match the specifications of the TV being replacedWe then email the consumer with the model of the TV we are offering and the features of the TVMany consumers find this to be a convenience as they will not have to "shop around" for a replacementOf course if the consumer does not find the TV replacement as a viable replacement we will proceed with a payout Due to the poor experience the consumer had and the delay in the processing of the repair we are also processing the consumer a refund of the warranty price
Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for this disappointing newsBut our warranty offered on our website is clearly indicated to only cover new itemsUnfortunately, we are not able to individually verify every invoice submitted through our purchase verification at the time of submission Unfortunately, your tablet does not qualify for the coverage purchasedWe will offer you a full refund on your warranty, but we will not be able to approve your claim If you want more information, please contact me at [redacted] @squaretrade.com Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ We are sorry the consumer had an issue with our policy This policy was initiated to protect SquareTrade from continuous lossesThe messaging to the consumers was not clearly doneBecause of that there were issues consumers were experiencing To make our consumer experience better we have since stopped that policy and are no longer holding funds automatically
Initial Business Response / [redacted] (1000, 5, 2014/05/14) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I'm not sure what occurred hereFrom what I can see, you have two claims with SquareTradeOne for your headphones, which as you've been told, has been approved for payout Your other claim is for your TVOne of our agents have been trying to call you to set up an appointment to send out a tech for youBut has not heard back from youI will ask her to try to reach out to you again Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (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 shopAs of today the technician has been onsite and the issue with the device has been addressed Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/02) */ Company has resolved the issuePlease do not contact Company
Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ We are sorry the consumer was misinformed by our specialist Due to the fact that the issue was on our side we have made arrangements to have the consumer reimbursed the purchase price of the unit Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) If Squaretrade can fullfill the warranty service, then I will not have anymore concern Thank you Revdex.com for your help
Purchased a protection plan with Square Trade on Dec on [redacted] website to cover a Yamaha portable grand keyboard for my granddaughter As of January 18, still haven't received either a snail mail nor email copy of the plan and despite contacting seller through Amazon to inquire about the order, have received no response I can only imagine a similar stonewalling in trying to file a claim
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ We are sorry the consumer had issues with our warranty The consumer was misinformed by our specialistThey were told that if an item was purchased from a certain retailer the consumer cannot purchase a warranty directly from usThe warranty has to be purchased from the retailerThat is not trueWe will honor a warranty purchased on our website if the item was new and purchased at a major retailer, which is what happened in this case The warranty is not valid is when warranty is purchased from a retailer and the item is purchased from another retailerWarranties sold by retailers (not directly from SquareTrade) only cover items purchased from the same retailers We have offered the consumer a full refund of the second warranty that is not needed and as a courtesy we will also refund the actual warrantyThe actual warranty is still active We have contacted the consumer with our offer and are awaiting their approval
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device The phone that we had issues sending a replacement phone that operated properly was resolved eight months agoThe delay caused by us wanting to make sure a proper replacement phone was sent As per our terms and conditions we will provide a replacement device, if availableIn the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburseThis usually is the fastest way a unit can be repairedThis is the option the consumer choseWe are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability