Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We are sorry the consumer had an accident with their device We have an extensive inventory of different model phones to accommodate many different consumersWe now have an inventory of replacement phones of the model the consumer is referring to so that we can send overnight replacementsWe will address the inconsistencies that the sales department and the claims departments have in terms of dealing with certain model phones We have processed this claim by sending a replacement phone as that model phone did come availableWe are also refunding the warrant price to the consumerThe warranty does remain active for additional claims or March 10,
Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ We are sorry the consumer did not get the responses they should have had If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repairIf the manufacturer does not help the consumer we will take the claimIn this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnightThe consumer called SquareTrade and was redirected to the carrier without an alternative to call backWe should have taken the claimThey were given a phone number but they were unable to contact the specialist that gave them the numberThis is really not acceptable The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phoneThe replacement phone is a re-manufactured phone and is thoroughly testedEven then the replacement phones sometime fail and we would send an overnight replacement phone in that case Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumerThe consumer has been emailed this information Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/09) */ We are sorry the consumer had delays in receiving service After many delays we were able to get the proper specialist to speak to the consumerThey worked together and resolved the issues the consumer was facing Due to the poor service the customer experienced we did refund the warranty price and kept his warranty active Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response I received from Squaretrade was satisfactory and acceptable
Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We apologize for the issue the consumer experienced with their deviceThe consumer's claim has been pushed to payoutThe consumer can expect to receive a reimbursement for the warranty refund & for the laptop Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/22) */ Please excuse my lack of response to your Revdex.com deadline of 2/8/16; personal health issues prevented my timely follow upAs of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's [redacted] ***) promise to do so on 1/15/Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-hoursHowever, no one from Square Trade calls backPlease reopen this Revdex.com case and ask Square Trade to issue a check for $to reimburse us for the laptopThank you Final Business Response / [redacted] (4000, 14, 2016/03/02) */ The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/
We are sorry for any issue the consumer experienced with their device We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product"Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection planThe wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.ebroken handle)Again, we apologize for any miscommunication about how the warranty worksIn conclusion, SquareTrade is not responsible for providing any further coverage for the consumer
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with their device In this case SqureTrade is completely at fault for directing the consumer to do an incorrect thingThe Manufacturer warranty was not in place based on where the consumer had purchased the device We are going to payout the customer the full value of the warranty and based on the inconvenience the consumer faced we will also refund the warrant price We have contacted the consumer to let them know what we intend to do
I purchased a laptop computer a little over a year ago and needed to have it repairedI bought a 3-year protection plan for the computer from Square TradeWhen I called in to make a claim, I was told they would not honor the plan because I purchased the computer from one vendor but purchased my Square Trade protection plan from [redacted] I have used Square Trade for YEARS and never heard of this practice beforeVery disappointed They have lost a loyal customer since I have used them for every electronic device in my home for yearswon't ever use them again
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are sorry the consumer had issues with their deviceThere was some confusion about the terms and conditions, specifically manufacturer referralsWe spoke to the consumer and came to an agreeable resolution, per his request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade agreed to a payment that will allow me to replace the device that should have been replaced per our contractI am satisfied with that aspect of the settlementThe time and effort required to get this business to fulfill it's contract was unacceptable
Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We are sorry the consumer had an accident with their device We have an extensive inventory of different model phones to accommodate many different consumersWe now have an inventory of replacement phones of the model the consumer is referring to so that we can send overnight replacementsWe will address the inconsistencies that the sales department and the claims departments have in terms of dealing with certain model phones We have processed this claim by sending a replacement phone as that model phone did come availableWe are also refunding the warrant price to the consumerThe warranty does remain active for additional claims or March 10,
Initial Business Response / [redacted] (1000, 7, 2015/07/02) */ We are sorry the consumer did not get the responses they should have had If a device is still under the manufacturer's warranty we direct the consumer to the manufacturer for repairIf the manufacturer does not help the consumer we will take the claimIn this case the consumer contacted the manufacturer and the manufacturer was not able to have the phone overnightThe consumer called SquareTrade and was redirected to the carrier without an alternative to call backWe should have taken the claimThey were given a phone number but they were unable to contact the specialist that gave them the numberThis is really not acceptable The way we handle claims in the case of certain models of cell phones is to send a replacement overnight (delivered on Monday through Friday) and then ask the consumer return the broken phoneThe replacement phone is a re-manufactured phone and is thoroughly testedEven then the replacement phones sometime fail and we would send an overnight replacement phone in that case Due to the delay and poor service we have waved the deductible and processed a new (not re-manufactured) phone to be shipped to the consumerThe consumer has been emailed this information Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/09) */ We are sorry the consumer had delays in receiving service After many delays we were able to get the proper specialist to speak to the consumerThey worked together and resolved the issues the consumer was facing Due to the poor service the customer experienced we did refund the warranty price and kept his warranty active Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response I received from Squaretrade was satisfactory and acceptable
Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We apologize for the issue the consumer experienced with their deviceThe consumer's claim has been pushed to payoutThe consumer can expect to receive a reimbursement for the warranty refund & for the laptop Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/22) */ Please excuse my lack of response to your Revdex.com deadline of 2/8/16; personal health issues prevented my timely follow upAs of 2/19/16, Square Trade has not issued a check to reimburse us for the cost of the laptop ($1499) based on their staff's [redacted] ***) promise to do so on 1/15/Each time we call Square Trade, a staff person promises to track down the status of the check and call us back within 24-hoursHowever, no one from Square Trade calls backPlease reopen this Revdex.com case and ask Square Trade to issue a check for $to reimburse us for the laptopThank you Final Business Response / [redacted] (4000, 14, 2016/03/02) */ The consumer has been contacted by a Resolution Specialist and it has been confirmed that the check was received on 3/1/
We are sorry for any issue the consumer experienced with their device We understand the unit did not suffer "drops, spills, and liquid damage", but the point of focus is the "damage associated with the handling and use of Your Product"Any damages that were sustained by handling the device ( picking it up, moving, cleaning, etc), would not be covered under the protection planThe wear and tear aspect of the warranty does not include parts or the unit suffering physical damage (i.ebroken handle)Again, we apologize for any miscommunication about how the warranty worksIn conclusion, SquareTrade is not responsible for providing any further coverage for the consumer
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with their device In this case SqureTrade is completely at fault for directing the consumer to do an incorrect thingThe Manufacturer warranty was not in place based on where the consumer had purchased the device We are going to payout the customer the full value of the warranty and based on the inconvenience the consumer faced we will also refund the warrant price We have contacted the consumer to let them know what we intend to do
I purchased a laptop computer a little over a year ago and needed to have it repairedI bought a 3-year protection plan for the computer from Square TradeWhen I called in to make a claim, I was told they would not honor the plan because I purchased the computer from one vendor but purchased my Square Trade protection plan from [redacted] I have used Square Trade for YEARS and never heard of this practice beforeVery disappointed They have lost a loyal customer since I have used them for every electronic device in my home for yearswon't ever use them again
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are sorry the consumer had issues with their deviceThere was some confusion about the terms and conditions, specifically manufacturer referralsWe spoke to the consumer and came to an agreeable resolution, per his request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) SquareTrade agreed to a payment that will allow me to replace the device that should have been replaced per our contractI am satisfied with that aspect of the settlementThe time and effort required to get this business to fulfill it's contract was unacceptable