Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ Our Assurance Team has spoken to the consumer regarding this issueIf the consumer has additional questions they can email - [redacted] @squaretrade.com or call [redacted] dial [redacted] and extension [redacted] The team will reply to the email (or if a voice message is left) within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried for two weeks to get in touch with squaretrade representatives and was told to expect a call backI emailed and left messages and spent countless hours on the phone and was just given the run around over and over again and never once received an email or call back that was of any help with any solution whatsoeverThe response that I was given was that because I dropped my phone while taking pictures and/or video accidentally twice that my accidental damage insurance is not valid because of thisThis makes no sense as this is why I would purchase this warrantyFor accidental damageBeing treated like this by any business is very unsettling and raises concerns that this is happening to more people than just me as I can see by mutilple complaints on here (Revdex.com) and hope that they will fulfill my warranty that they cancelleda nd all of the other warranties they are attempting to not honor for reasons Final Consumer Response / [redacted] (4200, 10, 2015/05/05) */ I have been in contact with multiple people from SquareTrade since the last replythey refuse to send me my phone that I sent them back on the 8th of April and it is now the fifth of MayThey also refused to fix my warranty claim issueNot sure what to do any moreUnfortunately sounds like I got robbed by these people
Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ We are sorry the consumer had issues with their tablet Sometimes when a reseller sells a warranty the information about the warranty does not get automatically loaded into our databaseAlthough the warranty is active we cannot file claims against it unless it shows in our database The consumer has since been in contact with SquareTrade and the warranty was loaded into our databaseA claim was filed and a repair is being processed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/14) */ I received a call from Square Trade and they sent me an email with a prepaid label to mail the tabletThe case has been handled by ***, Square Trade Team [redacted] xt *** They received the Tablet on July 10th, they don't have a resolution about the tablet yetApparently they are researching the stage of the device Mr [redacted] has been very attentive with the case XXXXXXXXXX Thank you Final Business Response / [redacted] (4000, 16, 2015/07/27) */ We are sorry the consumer has had delays in the repair of their device The repair facility has the part needed to repair the device and they are working on the repairIf the repair is not done by July we will reimburse the consumer the price of the device Our 5-day guarantee states that we will repair your device within daysThis repair has exceeded the days and we are refunding the warranty priceThey should receive the refund in - business days Final Consumer Response / [redacted] (4200, 18, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a Phone call from ***, stated everything aboveYet I didn't received the check or a final response about the device, I would like to keep this open until I get a resolution Thank you
Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ We are sorry the consumer had the misunderstanding with the warranty priceWe do advertise a $and $warranty respectively but if one was to go our our web site to review the warranties it does show that these are discounted prices for the warrantiesThe full price of the warranty is shown on the website as $& $respectivelyOur coupons can only be applied to the full price of the warranty not the discounted price We can offer an apology for the manner the consumer was treated by SquareTrade representativesIt is not our intent to mistreat consumers Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ignores claims of fraud and advertising which completely founded Final Business Response / [redacted] (4000, 9, 2014/12/04) */ We are sorry that we cannot help the consumer at this timeThe price of the warranty as shown on the website is the discounted priceThe screenshot (attached) shows the full price of the warranty with a line drawn through itWe will honor the coupon when applied to the full price of the warranty and not the already discounted price
Initial Business Response / [redacted] (1000, 5, 2014/07/24) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade The receipt submission process is an integral part of our warrantyIt allows SquareTrade to verify that the item is eligible for coverage or notFor our customers' convenience, we provide multiple ways of submitting a copy of the receipt Generally, without the receipt, we can not process a claim throughBut in this case, I will authorize an exception to be made for youI'll have an agent contact you to get this process completed Please let me know if you need anything else Regards, [redacted] ***
When I first used Squaretrade in they were great awesome fast service that delivered on their promisesSo I didn't hesitate when I purchased a computer in to use them againAfter about months my computer started having problems and quit workingI sent it in to get fixed and while they replaced a physical part it didn't fix the problem, it took about minutes for me to figure that out, so I had to send it in againUp to this point they were cooperativeAfter the second "repair" worked for about a month (I am not hard on computers) they were horrible would tell me to call back tomorrow b/c they couldn't get permission, hang up on me, place me on hold indefinitely, say we are good to go, but never actually process the claim, never ordered a shipping label, say one thing then process something else, promise to call back the next day and not do so, transfer you to someone who can't do a thing for you just to be transferred back to the previous department, and get stuck in a repetitive cycle of incompetence where no one knows what the previous person didMake [redacted] and [redacted] management they actually get things done the rest of the 20-plus people I've worked with fire them b/c they have turned me away from your company for goodI will no longer recommend Squaretrade to anyone, but will discourage them from using their servicesGood idea, good company gone bad and incompetent
SPECTACULAR! My year old son broke the screen on his tablet, I knew he would He breaks everything (typical year old) I filed a claim, printed the return label (free shipping) My wife saw a [redacted] truck at the dollar store so she asked if he could take the package for her He did Within hours, my PayPal account had the money in it for the full purchase price of the tablet! They must have sent the money the second [redacted] man scanned the package No waiting No fuss I bought a new tablet (using money squaretrade put in my PayPal account), plus free shipping from ventor, to order new tablet In short, minutes to file a claim, new tablet two days later ($0.00) out of my pocket What more can I say! AWESOME!
We apologize to the consumer for the confusion.Our warranties cover wear and tear, mechanical, and electrical failuresWe do see this as valid wear and tear issueWe have also reached out to the specialist for retraining, so this does not happen againWe are also reimbursing the consumer for the purchase price of the item in a form of a check that should arrive within the next 7-business days
Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade As some of our agents have messaged to you, software and data are not covered under our warranty You had a problem with the harddrive on your laptop and had filed a claim for thatWe approved you for a repairDuring the approval, we asked that you back up any data that's possible prior to shipping it in for repair, as the likely repair resolution would be a replacement of your harddriveThe the unit was repaired, we shipped the laptop and the original harddrive back to you If you need the data on that drive, you still have the option of contracting a recovery service of your choice to do thisPlease be aware that data recovery on defective harddrives is a very involved and specialized service and, unfortunately, beyond the scope of our warranty To address your point that the laptop is "not whole." It is a fully functional laptop that only requires the necessary backup discs to perform as beforeThese backup discs would have been provided by your manufacturer or you would have been prompted to create a set during your initial computer set-upHad these discs not been created, of if you've lost the original discs, you can also purchase a replacement copy from the manufacturer for a small handling fee I'm sorry that your harddrive failed, but we did provide you with a quick repair and also sent you the original harddrive to facilitate data recoveryI hope you luck in recovering your data Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response received , however disagree with some of the statements presented as follows "During the approval, we asked that you back up any data that's possible prior to shipping it in for repair" - My rebuttal: software is not data, it is an operating system program, it is also copy-protected and not possible to backup; data is files, spreadsheets, pictures, videos, etc (in which I did back up) "It is a fully functional laptop that only requires the necessary backup discs to perform as before" - My rebuttal: laptop is NOT FULLY functional as critical pre-loaded features and programs have been lost(MS Office, WebCam, Adobe, Security Assistant, Program Manager); laptop now has greatly reduced functionality To restore the product to it's original state, it was necessary for me to additionally purchase Backup Discs and perform the re-installation at my own expense At this time, going forward, I would hope better instructions and options are presented before the actual repair process & work is started Final Business Response / [redacted] (4000, 9, 2014/05/09) */ Hi [redacted] , I'm glad you've been able to get the backup discs and reinstall it onto the laptop But to address your point, the backup discs is really the computer user's responsibility to acquireMost manufacturers would ask you to create the backup copy during your initial setupUnfortunately, having to buy the discs is a necessity for anyone who has a failed harddriveThere isn't really a work around to this from a repair standpoint Regards, [redacted] Final Consumer Response / [redacted] (2000, 11, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I'm not happy with all the events, I do appreciate the fast response time not only from [redacted] (Resolution Mgr) but also the actual service work/return performed...thank you SquareTrade and Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ We are sorry the consumer had an issue with their claimWe are not sure why there was a problem with submitting the invoice but we will investigate and try to pinpoint the issueIn the meantime, we received the invoice and it is currently being processed for reimbursementFor the difficulty experienced by the consumer, we are refunding the warranty price so that it's free Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have addressed only one of three components of the desired resolutionSquare Trade has paid the claim and refunded the warranty only because a complaint has been filed with Revdex.com and Consumer WatchdogThe company is engaging in systemic, evasive, claims procedures to which I would guess tens of thousands of customers are exposed dailyForcing customers to complain to Revdex.com or file lawsuits is not good faith payment of claimsPunitive damages are necessary to prevent such companies from engaging in blatant deceptive claims payment practicesThe June response to Revdex.com from Square Trade denies that these evasive practices exist which is far from taking the steps necessary to overhaul their claims payment practiceThe representative who responded shows zero interest in investigating what should be disturbing news to them about their claims practices and certainly does nothing to overhaul their claims procedures which is the third portion of the resolution I am seeking Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with the process of resolving the claim No system is foolproofThe most important thing is that we addressed the issues in this case with the consumer and they were paid out as well as refunded the warranty price for the inconvenience that they experienced We are not satisfied that our process fails in some cases but the processes in place are able to resolve 95% of claimsIt is not our intent to engage in blatant, deceptive tactics to delay payments to consumersWe gain nothing in doing anything like thatWhat we do have in place is a way for consumers to escalate their issues, be it through our internal procedure or through the Revdex.com, to resolve their issues and get the payment they deserve Final Consumer Response / [redacted] (4200, 13, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The second response from Square Trade continues to deny the existence of the problem by blaming the consumer, "We are sorry the consumer had issues..." and shrugs off their endemic claims problems with the platitude, "No system is foolproof." Who is the "fool" in their mind here, the consumer? The first response promised an investigation into their own claims processWhere are the results of the "investigation?" What statistics can they provide to support the seemingly arbitrary claim that 95% of their claims are resolved? My original claim, let's remember, required emails, phone calls, with the representative repeatedly claiming he could not "see" the receipt that clearly showed up in all of the emailsI still have a recording of the representative on my answering machineThe only reasons Square Trade responded ultimately was due to the complaints to Revdex.com and to Consumer WatchdogI have yet to receive the refund of the warranty that was promised to me two weeks ago nowSquare Trade has still only resolved one third of the desired resolution, payment of the claimsAn overhaul of their circus of a claims process is still requiredThis would begin with an investigation and a report of the results of it and an real assessment of percentage of claims satisfaction, not a completely unsubstantiated number of "95%"Those would be first steps in the thorough overhaul of their claims process that is neededAnd, punitive damages
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ We are sorry the consumer had issues with trying to get the claim processed on their device We would not be able to process a claim when there is an open claimThe previous claim was still open because the original unit was not shipped to usThe consumer has said that the unit was shipped but has no documentation to show when they shipped itDue to the delay and not being able to document the shipment we have decided to reimburse the customer the price they paid for the device rather than try to find the deviceWe are doing this as a one-time exceptionThe customer should receive a check in - business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) HUMMM............NEVER RECEIVED MY BROKEN DEVICE HU????? I got this email on May 7thI sent my device back at the end of March Some great customer service and record keeping your company has..............Just refund my money so I no longer have to deal with you Your SquareTrade Claim: Status Update #XXXXXXXXXXXX Your SquareTrade Claim: Status Update #XXXXXXXXXXXX SquareTrade Warranty Services Add to contacts 5/07/Keep this message at the top of your inbox To: ***@hotmail.com [redacted] @squaretrade.com Your claim is 100% complete Claim Number XXXXXXXXXXXX Dear [redacted] , We've received your broken device! We'll be in touch if there's anything else we need regarding this claim Thanks so much for being an awesome customer Sincerely, The SquareTrade Team Final Business Response / [redacted] (4000, 15, 2015/05/18) */ We did receive the item on Friday May Final Consumer Response / [redacted] (2000, 17, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've gotten my refund
I purchased an iphone SE at costco with a square trade warrantyUnfortunately I dropped and broke the phone on the first day of ownershipI filed for coverage on 8/24/It is now 11/1/and I have yet to have a satisfactory resolutionI have experienced the following: square trade trying to claim the warranty was not yet active sending the phone to square trade and days later having them send back the phone box with the accessories and no phoneZero communicationI was subsequently told the phone could not be fixed and they would cut me a checkI finally got the checkin early OctAnd guess what, it bouncedReallyI have now call square trade times and am am still trying to get a new check and hope it doesn't bounceIt's been over months since the original claim was filedI also feel that it is a shame that a business with an 81% negative rating and complaints filed over the last years would have an A+ ratingSomething is very wrong there
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their deviceAfter reviewing the calls we have confirmed the consumer agreed to the replacement tv that was sentThough the agreement for the replacement tv was finalized we are willing to provide an alternative resolutionWe have contacted the consumer via email & by phone, at this time we are awaiting a response Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am at an unfair advantage in answering Squaretrade in their accusation that I agreed to the replacement TVI requested to hear the audio where I agreed, but they said I would need a court summonsTo the best of my knowledge I never agreed to the replacement TVThe TV I bought a protection plan for was a 3D Active Shutter, Wall-Mountable, HDMI, USB, Wi-FiThe TV they are talking about replacing it with is NOT 3D Active Shutter, only HDMI, USB, and is NOT Wi-FiWith that said; I do know they tape conversations, and if they listened, they know, my son and I both told them, we did not want THAT TV they claim they sentI e-mailed them twice on January 14th, saying that TV would not work outMy son and I spoke to them on January 15th and told them it was the wrong TV they referred to in an e-mail they had sentWe thought they got the message because we heard nothing more from them until I talked to [redacted] on 02-03-She said it was delivered on January 19thI am a Cancer patient, I was in surgery and no one was at my home to take deliveryWhen I talked with her 0n February 3rd, she was going to check on a few things and call me back the next dayI tried calling her a few times, can't get through Squaretrade has not lived up to their agreement that was purchased February 27, I bought a protection plan for a Panasonic TV that started having problems on January 4, Squaretrade informed me January 5, that the issues were beyond repairMy Squaretrade protection plan does not say anything about replacement unless it's by the manufacturerIt states reimbursement is the alternative to repair I feel at this time reimbursement is the answer Final Business Response / [redacted] (4000, 9, 2016/02/26) */ We made an exception to approve the claim for payout for the tvThe consumer can expect to receive the payout check in 7-business days to the mailing address associated with the account Final Consumer Response / [redacted] (2000, 11, 2016/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After faking a call from their representative [redacted] on February 26th, then sending an e-mail informing me of their decision and asking me to sign and return an Affidavit a moment later; One minute later I received an e-mail claiming they had received my signed affidavitI never signed and returned their affidavit, never had the chance toThis is one shady operationThough I did finally receive the check as they promised in reimbursement
We apologize to the consumer for the delay.The consumer has reached out to one of our Floor SupervisorsAs a one time exception the Floor Supervisor provided a 30% off up to $couponUnfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $
I've not been happy with square trade at all! When my son broke his tablet we sent it in to them and they sent us back a much smaller and inferior tabletWhen I contacted them about it all they wanted to do was pay me outWhat is the purpose of insurance on your device if they wont replace it correctlyThe new device has 1/the memory, wont take a decent picture and is not even compatible with apps such as [redacted] Who wants a tablet like that? I will never buy a warranty from them again
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their devicePer Terms & Conditions "we will service the consumer's product depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device
Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ We are sorry the consumer had an issue with their device We are willing to work with the consumer to resolve the issue however based on the consumer information provided on this complaint we are unable to find the account the consumer We will email the consumer at the email given and will follow up with the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No email has been received to provide the account number to the company Final Business Response / [redacted] (4000, 9, 2015/02/26) */ We have tried to email the consumer again There is a possibility that our email has been filed under "junk" or "spam" mailOther wise if the consumer gives us an other email or phone number, even a number listed on any correspondence from us, we will be able to contact themWe are more than willing to work with them to resolve any issues
Needs to be a double negativeI buy a square trade warranty with my iPhone SEI accidentally spilled a little water on it and the screen had lines on it but phone still worked normallyGave square trade a call and they said not covered by liquid damage sorry but we can refund your planThat doesn't cover the $i spent on the iPhoneI received an email when I bought the plan that clearly states that liquid damage is covered by my planPROTECTION PLAN TERMS & CONDITIONS Congratulations on purchasing this Protection PlanPlease read these Terms and Conditions carefully so that You fully understand Your coverage under this Protection PlanCOVERAGES AND TERMS: CELL PHONES AND TABLETS: This Protection Plan provides coverage for parts and labor costs to repair or replace Your Product where the problem is the result of a failure caused by: wear and tear; Accidental damage from handling (ADH), such as damage from drops, spills and liquid damage associated with the handling and use of Your Product, if the coverage has been offered and purchased at the time of sale with your Protection Plan; This is from their service agreement for my plan but they say its not coveredDO NOT BUY!!!!
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had issue with their phone We don't know why there was a delay in the shipmentThe tracking number shows that it was shipped on 7/after the claim was refiledAs of today the unit has been repaired and returned to the consumer
Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassles you've had on this claimUnfortunately, it looks like the issue here was getting a relacement Mini, which as you were told is no longer madeThe unit we were able to source from Amazon, was supposed to be new, but it turns out to not be the caseWe were not aware of this, but I understand how this can inconvenience you I would like to go ahead and refund your deductible and original warranty cost due to all this delay thoughSo you will be getting a refund of $and $The $will be covered as a goodwill gesture tooThat will be sent to you as a check while the first two refunds will go back to the card you used Please let me know if you need anything else, OK? Thank you, [redacted] Business Response / [redacted] (450, 11, 2014/09/24) */ Hi ***, Thank you very muchI did receive the refund checks in the mail, and appreciate itI will add that these checks actually arrived only a few days after my original refund check for the price of the phone for $It seems that check was mailed a couple of weeks late My only other comment to the message below is that the replacement Mini was still available via VerizonIt's not clear to me how they can claim it is no longer made but still be available directly from a carrier Regardless, I am satisfied that they have refunded the additional amountsIt would not have been possible without your help and I greatly appreciate your considerationPhone calls to the business requesting a manager or supervisor were never returned, or I was refused the ability to be transferred to that level of resource Thanks again for your assistance in the matterPlease feel free to close the case ***
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ Our Assurance Team has spoken to the consumer regarding this issueIf the consumer has additional questions they can email - [redacted] @squaretrade.com or call [redacted] dial [redacted] and extension [redacted] The team will reply to the email (or if a voice message is left) within to business hours Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried for two weeks to get in touch with squaretrade representatives and was told to expect a call backI emailed and left messages and spent countless hours on the phone and was just given the run around over and over again and never once received an email or call back that was of any help with any solution whatsoeverThe response that I was given was that because I dropped my phone while taking pictures and/or video accidentally twice that my accidental damage insurance is not valid because of thisThis makes no sense as this is why I would purchase this warrantyFor accidental damageBeing treated like this by any business is very unsettling and raises concerns that this is happening to more people than just me as I can see by mutilple complaints on here (Revdex.com) and hope that they will fulfill my warranty that they cancelleda nd all of the other warranties they are attempting to not honor for reasons Final Consumer Response / [redacted] (4200, 10, 2015/05/05) */ I have been in contact with multiple people from SquareTrade since the last replythey refuse to send me my phone that I sent them back on the 8th of April and it is now the fifth of MayThey also refused to fix my warranty claim issueNot sure what to do any moreUnfortunately sounds like I got robbed by these people
Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ We are sorry the consumer had issues with their tablet Sometimes when a reseller sells a warranty the information about the warranty does not get automatically loaded into our databaseAlthough the warranty is active we cannot file claims against it unless it shows in our database The consumer has since been in contact with SquareTrade and the warranty was loaded into our databaseA claim was filed and a repair is being processed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/14) */ I received a call from Square Trade and they sent me an email with a prepaid label to mail the tabletThe case has been handled by ***, Square Trade Team [redacted] xt *** They received the Tablet on July 10th, they don't have a resolution about the tablet yetApparently they are researching the stage of the device Mr [redacted] has been very attentive with the case XXXXXXXXXX Thank you Final Business Response / [redacted] (4000, 16, 2015/07/27) */ We are sorry the consumer has had delays in the repair of their device The repair facility has the part needed to repair the device and they are working on the repairIf the repair is not done by July we will reimburse the consumer the price of the device Our 5-day guarantee states that we will repair your device within daysThis repair has exceeded the days and we are refunding the warranty priceThey should receive the refund in - business days Final Consumer Response / [redacted] (4200, 18, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a Phone call from ***, stated everything aboveYet I didn't received the check or a final response about the device, I would like to keep this open until I get a resolution Thank you
Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ We are sorry the consumer had the misunderstanding with the warranty priceWe do advertise a $and $warranty respectively but if one was to go our our web site to review the warranties it does show that these are discounted prices for the warrantiesThe full price of the warranty is shown on the website as $& $respectivelyOur coupons can only be applied to the full price of the warranty not the discounted price We can offer an apology for the manner the consumer was treated by SquareTrade representativesIt is not our intent to mistreat consumers Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ignores claims of fraud and advertising which completely founded Final Business Response / [redacted] (4000, 9, 2014/12/04) */ We are sorry that we cannot help the consumer at this timeThe price of the warranty as shown on the website is the discounted priceThe screenshot (attached) shows the full price of the warranty with a line drawn through itWe will honor the coupon when applied to the full price of the warranty and not the already discounted price
Initial Business Response / [redacted] (1000, 5, 2014/07/24) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade The receipt submission process is an integral part of our warrantyIt allows SquareTrade to verify that the item is eligible for coverage or notFor our customers' convenience, we provide multiple ways of submitting a copy of the receipt Generally, without the receipt, we can not process a claim throughBut in this case, I will authorize an exception to be made for youI'll have an agent contact you to get this process completed Please let me know if you need anything else Regards, [redacted] ***
I WOULD RATE MY EXPERIENCE A
When I first used Squaretrade in they were great awesome fast service that delivered on their promisesSo I didn't hesitate when I purchased a computer in to use them againAfter about months my computer started having problems and quit workingI sent it in to get fixed and while they replaced a physical part it didn't fix the problem, it took about minutes for me to figure that out, so I had to send it in againUp to this point they were cooperativeAfter the second "repair" worked for about a month (I am not hard on computers) they were horrible would tell me to call back tomorrow b/c they couldn't get permission, hang up on me, place me on hold indefinitely, say we are good to go, but never actually process the claim, never ordered a shipping label, say one thing then process something else, promise to call back the next day and not do so, transfer you to someone who can't do a thing for you just to be transferred back to the previous department, and get stuck in a repetitive cycle of incompetence where no one knows what the previous person didMake [redacted] and [redacted] management they actually get things done the rest of the 20-plus people I've worked with fire them b/c they have turned me away from your company for goodI will no longer recommend Squaretrade to anyone, but will discourage them from using their servicesGood idea, good company gone bad and incompetent
SPECTACULAR! My year old son broke the screen on his tablet, I knew he would He breaks everything (typical year old) I filed a claim, printed the return label (free shipping) My wife saw a [redacted] truck at the dollar store so she asked if he could take the package for her He did Within hours, my PayPal account had the money in it for the full purchase price of the tablet! They must have sent the money the second [redacted] man scanned the package No waiting No fuss I bought a new tablet (using money squaretrade put in my PayPal account), plus free shipping from ventor, to order new tablet In short, minutes to file a claim, new tablet two days later ($0.00) out of my pocket What more can I say! AWESOME!
We apologize to the consumer for the confusion.Our warranties cover wear and tear, mechanical, and electrical failuresWe do see this as valid wear and tear issueWe have also reached out to the specialist for retraining, so this does not happen againWe are also reimbursing the consumer for the purchase price of the item in a form of a check that should arrive within the next 7-business days
Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade As some of our agents have messaged to you, software and data are not covered under our warranty You had a problem with the harddrive on your laptop and had filed a claim for thatWe approved you for a repairDuring the approval, we asked that you back up any data that's possible prior to shipping it in for repair, as the likely repair resolution would be a replacement of your harddriveThe the unit was repaired, we shipped the laptop and the original harddrive back to you If you need the data on that drive, you still have the option of contracting a recovery service of your choice to do thisPlease be aware that data recovery on defective harddrives is a very involved and specialized service and, unfortunately, beyond the scope of our warranty To address your point that the laptop is "not whole." It is a fully functional laptop that only requires the necessary backup discs to perform as beforeThese backup discs would have been provided by your manufacturer or you would have been prompted to create a set during your initial computer set-upHad these discs not been created, of if you've lost the original discs, you can also purchase a replacement copy from the manufacturer for a small handling fee I'm sorry that your harddrive failed, but we did provide you with a quick repair and also sent you the original harddrive to facilitate data recoveryI hope you luck in recovering your data Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response received , however disagree with some of the statements presented as follows "During the approval, we asked that you back up any data that's possible prior to shipping it in for repair" - My rebuttal: software is not data, it is an operating system program, it is also copy-protected and not possible to backup; data is files, spreadsheets, pictures, videos, etc (in which I did back up) "It is a fully functional laptop that only requires the necessary backup discs to perform as before" - My rebuttal: laptop is NOT FULLY functional as critical pre-loaded features and programs have been lost(MS Office, WebCam, Adobe, Security Assistant, Program Manager); laptop now has greatly reduced functionality To restore the product to it's original state, it was necessary for me to additionally purchase Backup Discs and perform the re-installation at my own expense At this time, going forward, I would hope better instructions and options are presented before the actual repair process & work is started Final Business Response / [redacted] (4000, 9, 2014/05/09) */ Hi [redacted] , I'm glad you've been able to get the backup discs and reinstall it onto the laptop But to address your point, the backup discs is really the computer user's responsibility to acquireMost manufacturers would ask you to create the backup copy during your initial setupUnfortunately, having to buy the discs is a necessity for anyone who has a failed harddriveThere isn't really a work around to this from a repair standpoint Regards, [redacted] Final Consumer Response / [redacted] (2000, 11, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I'm not happy with all the events, I do appreciate the fast response time not only from [redacted] (Resolution Mgr) but also the actual service work/return performed...thank you SquareTrade and Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ We are sorry the consumer had an issue with their claimWe are not sure why there was a problem with submitting the invoice but we will investigate and try to pinpoint the issueIn the meantime, we received the invoice and it is currently being processed for reimbursementFor the difficulty experienced by the consumer, we are refunding the warranty price so that it's free Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have addressed only one of three components of the desired resolutionSquare Trade has paid the claim and refunded the warranty only because a complaint has been filed with Revdex.com and Consumer WatchdogThe company is engaging in systemic, evasive, claims procedures to which I would guess tens of thousands of customers are exposed dailyForcing customers to complain to Revdex.com or file lawsuits is not good faith payment of claimsPunitive damages are necessary to prevent such companies from engaging in blatant deceptive claims payment practicesThe June response to Revdex.com from Square Trade denies that these evasive practices exist which is far from taking the steps necessary to overhaul their claims payment practiceThe representative who responded shows zero interest in investigating what should be disturbing news to them about their claims practices and certainly does nothing to overhaul their claims procedures which is the third portion of the resolution I am seeking Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with the process of resolving the claim No system is foolproofThe most important thing is that we addressed the issues in this case with the consumer and they were paid out as well as refunded the warranty price for the inconvenience that they experienced We are not satisfied that our process fails in some cases but the processes in place are able to resolve 95% of claimsIt is not our intent to engage in blatant, deceptive tactics to delay payments to consumersWe gain nothing in doing anything like thatWhat we do have in place is a way for consumers to escalate their issues, be it through our internal procedure or through the Revdex.com, to resolve their issues and get the payment they deserve Final Consumer Response / [redacted] (4200, 13, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The second response from Square Trade continues to deny the existence of the problem by blaming the consumer, "We are sorry the consumer had issues..." and shrugs off their endemic claims problems with the platitude, "No system is foolproof." Who is the "fool" in their mind here, the consumer? The first response promised an investigation into their own claims processWhere are the results of the "investigation?" What statistics can they provide to support the seemingly arbitrary claim that 95% of their claims are resolved? My original claim, let's remember, required emails, phone calls, with the representative repeatedly claiming he could not "see" the receipt that clearly showed up in all of the emailsI still have a recording of the representative on my answering machineThe only reasons Square Trade responded ultimately was due to the complaints to Revdex.com and to Consumer WatchdogI have yet to receive the refund of the warranty that was promised to me two weeks ago nowSquare Trade has still only resolved one third of the desired resolution, payment of the claimsAn overhaul of their circus of a claims process is still requiredThis would begin with an investigation and a report of the results of it and an real assessment of percentage of claims satisfaction, not a completely unsubstantiated number of "95%"Those would be first steps in the thorough overhaul of their claims process that is neededAnd, punitive damages
Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ We are sorry the consumer had issues with trying to get the claim processed on their device We would not be able to process a claim when there is an open claimThe previous claim was still open because the original unit was not shipped to usThe consumer has said that the unit was shipped but has no documentation to show when they shipped itDue to the delay and not being able to document the shipment we have decided to reimburse the customer the price they paid for the device rather than try to find the deviceWe are doing this as a one-time exceptionThe customer should receive a check in - business days Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) HUMMM............NEVER RECEIVED MY BROKEN DEVICE HU????? I got this email on May 7thI sent my device back at the end of March Some great customer service and record keeping your company has..............Just refund my money so I no longer have to deal with you Your SquareTrade Claim: Status Update #XXXXXXXXXXXX Your SquareTrade Claim: Status Update #XXXXXXXXXXXX SquareTrade Warranty Services Add to contacts 5/07/Keep this message at the top of your inbox To: ***@hotmail.com [redacted] @squaretrade.com Your claim is 100% complete Claim Number XXXXXXXXXXXX Dear [redacted] , We've received your broken device! We'll be in touch if there's anything else we need regarding this claim Thanks so much for being an awesome customer Sincerely, The SquareTrade Team Final Business Response / [redacted] (4000, 15, 2015/05/18) */ We did receive the item on Friday May Final Consumer Response / [redacted] (2000, 17, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've gotten my refund
I purchased an iphone SE at costco with a square trade warrantyUnfortunately I dropped and broke the phone on the first day of ownershipI filed for coverage on 8/24/It is now 11/1/and I have yet to have a satisfactory resolutionI have experienced the following: square trade trying to claim the warranty was not yet active sending the phone to square trade and days later having them send back the phone box with the accessories and no phoneZero communicationI was subsequently told the phone could not be fixed and they would cut me a checkI finally got the checkin early OctAnd guess what, it bouncedReallyI have now call square trade times and am am still trying to get a new check and hope it doesn't bounceIt's been over months since the original claim was filedI also feel that it is a shame that a business with an 81% negative rating and complaints filed over the last years would have an A+ ratingSomething is very wrong there
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experienced with their deviceAfter reviewing the calls we have confirmed the consumer agreed to the replacement tv that was sentThough the agreement for the replacement tv was finalized we are willing to provide an alternative resolutionWe have contacted the consumer via email & by phone, at this time we are awaiting a response Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am at an unfair advantage in answering Squaretrade in their accusation that I agreed to the replacement TVI requested to hear the audio where I agreed, but they said I would need a court summonsTo the best of my knowledge I never agreed to the replacement TVThe TV I bought a protection plan for was a 3D Active Shutter, Wall-Mountable, HDMI, USB, Wi-FiThe TV they are talking about replacing it with is NOT 3D Active Shutter, only HDMI, USB, and is NOT Wi-FiWith that said; I do know they tape conversations, and if they listened, they know, my son and I both told them, we did not want THAT TV they claim they sentI e-mailed them twice on January 14th, saying that TV would not work outMy son and I spoke to them on January 15th and told them it was the wrong TV they referred to in an e-mail they had sentWe thought they got the message because we heard nothing more from them until I talked to [redacted] on 02-03-She said it was delivered on January 19thI am a Cancer patient, I was in surgery and no one was at my home to take deliveryWhen I talked with her 0n February 3rd, she was going to check on a few things and call me back the next dayI tried calling her a few times, can't get through Squaretrade has not lived up to their agreement that was purchased February 27, I bought a protection plan for a Panasonic TV that started having problems on January 4, Squaretrade informed me January 5, that the issues were beyond repairMy Squaretrade protection plan does not say anything about replacement unless it's by the manufacturerIt states reimbursement is the alternative to repair I feel at this time reimbursement is the answer Final Business Response / [redacted] (4000, 9, 2016/02/26) */ We made an exception to approve the claim for payout for the tvThe consumer can expect to receive the payout check in 7-business days to the mailing address associated with the account Final Consumer Response / [redacted] (2000, 11, 2016/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After faking a call from their representative [redacted] on February 26th, then sending an e-mail informing me of their decision and asking me to sign and return an Affidavit a moment later; One minute later I received an e-mail claiming they had received my signed affidavitI never signed and returned their affidavit, never had the chance toThis is one shady operationThough I did finally receive the check as they promised in reimbursement
We apologize to the consumer for the delay.The consumer has reached out to one of our Floor SupervisorsAs a one time exception the Floor Supervisor provided a 30% off up to $couponUnfortunately the coupon did not work and the supervisor reimbursed the consumer they 30% off up to $
I've not been happy with square trade at all! When my son broke his tablet we sent it in to them and they sent us back a much smaller and inferior tabletWhen I contacted them about it all they wanted to do was pay me outWhat is the purpose of insurance on your device if they wont replace it correctlyThe new device has 1/the memory, wont take a decent picture and is not even compatible with apps such as [redacted] Who wants a tablet like that? I will never buy a warranty from them again
Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We apologize for the issue the consumer experienced with their devicePer Terms & Conditions "we will service the consumer's product depending on the Product and failure circumstances, at Our discretion, We will either: Repair Your Product, or; provide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; Replace Your Product with a product of like, kind, quality and functionality." In this case we have chosen to have the consumer's device repaired & we will reimburse for fees to repair the device
Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ We are sorry the consumer had an issue with their device We are willing to work with the consumer to resolve the issue however based on the consumer information provided on this complaint we are unable to find the account the consumer We will email the consumer at the email given and will follow up with the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No email has been received to provide the account number to the company Final Business Response / [redacted] (4000, 9, 2015/02/26) */ We have tried to email the consumer again There is a possibility that our email has been filed under "junk" or "spam" mailOther wise if the consumer gives us an other email or phone number, even a number listed on any correspondence from us, we will be able to contact themWe are more than willing to work with them to resolve any issues
Needs to be a double negativeI buy a square trade warranty with my iPhone SEI accidentally spilled a little water on it and the screen had lines on it but phone still worked normallyGave square trade a call and they said not covered by liquid damage sorry but we can refund your planThat doesn't cover the $i spent on the iPhoneI received an email when I bought the plan that clearly states that liquid damage is covered by my planPROTECTION PLAN TERMS & CONDITIONS Congratulations on purchasing this Protection PlanPlease read these Terms and Conditions carefully so that You fully understand Your coverage under this Protection PlanCOVERAGES AND TERMS: CELL PHONES AND TABLETS: This Protection Plan provides coverage for parts and labor costs to repair or replace Your Product where the problem is the result of a failure caused by: wear and tear; Accidental damage from handling (ADH), such as damage from drops, spills and liquid damage associated with the handling and use of Your Product, if the coverage has been offered and purchased at the time of sale with your Protection Plan; This is from their service agreement for my plan but they say its not coveredDO NOT BUY!!!!
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry the consumer had issue with their phone We don't know why there was a delay in the shipmentThe tracking number shows that it was shipped on 7/after the claim was refiledAs of today the unit has been repaired and returned to the consumer
Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassles you've had on this claimUnfortunately, it looks like the issue here was getting a relacement Mini, which as you were told is no longer madeThe unit we were able to source from Amazon, was supposed to be new, but it turns out to not be the caseWe were not aware of this, but I understand how this can inconvenience you I would like to go ahead and refund your deductible and original warranty cost due to all this delay thoughSo you will be getting a refund of $and $The $will be covered as a goodwill gesture tooThat will be sent to you as a check while the first two refunds will go back to the card you used Please let me know if you need anything else, OK? Thank you, [redacted] Business Response / [redacted] (450, 11, 2014/09/24) */ Hi ***, Thank you very muchI did receive the refund checks in the mail, and appreciate itI will add that these checks actually arrived only a few days after my original refund check for the price of the phone for $It seems that check was mailed a couple of weeks late My only other comment to the message below is that the replacement Mini was still available via VerizonIt's not clear to me how they can claim it is no longer made but still be available directly from a carrier Regardless, I am satisfied that they have refunded the additional amountsIt would not have been possible without your help and I greatly appreciate your considerationPhone calls to the business requesting a manager or supervisor were never returned, or I was refused the ability to be transferred to that level of resource Thanks again for your assistance in the matterPlease feel free to close the case ***