Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ We are sorry for what the consumer experiencedFor the issue with the phone, SquareTrade sent the consumer a label to send it in, per processThe consumer is now welcome to file claims on his camera and two tablets, per his request Spoke to consumer and he appears to be satisfied with resolution and will send in phone as soon as he can Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to get various road blocks even after many promisesI continue to email the one contact who emailed assurance that evrything would be taken care ofI have been emailing her back since 5/with no resonse backI made two other attempts nothing As promised I sent in the Iphone that was the issueSince then I have made calls into squre trade and again different answersThe first call they researched and advised me nithing was received and that I needed to provide him a traking number, even though sqtrade sent me the fed ex labelafter many hours of searching at home I provided them the traking number he then advised me he would process me a replacement since it was noted my original refurbishment was brokeHe kept me on the phone long period of time and then advised me I needed to talk to an are who just handles refurbshI called them they advised me same thing I would get a replacement on my iphone they saw the notes on my file only thing was they needed the iphone original to be received and to call back monday morning 6/I called at 5pm est on monday 6/as promised spent another long periods of time on the phone Again agent informed my nothing was recveived and nothing was ever sent by me Again I had to provide him the fed ex trscking number XXXX XXXX XXXX to prove the fact I didnt send in the phone on 6/2, he called traced iformed me that it was recieved and an audit was being performedHe understood my frustration and told me to hold on I WAITED over min of back in fourth and he advised my my account is now good and clearedMy replacement iphone was clearly documented and all I needed to do was to speak to another area give them my ticket number and they could send me my replacemnet iphone 5, again tranfered again where I could not wait ion the phone someone had to call me backmin later someone called me back I went over the situation again and agian the representive tried to tell me nothing was recveived no traking of any phone and again I never sent anything inOMg HOW DIS-ORGANIZED AND FRUSTRATED CAN THIS BEI gsave the gentelman my ticket number and again tracking number he put me on hold again researched everything finally phoned the fact phone was receivedI told him look at notes he noticed yes a replacement was to now be processed but he needed a supervisor to assist him since warranty expiredHe put me on a lengthy hold and came back said sorry about notres but nothing about phone can be done thanks for sending it back in and sorry you will no be getting a replacementNow how do you think I feel now with square trade ! !!!! Again squre trade famous words well I can have someone call you back within hrsagain many broken promises Final Business Response / [redacted] (4000, 10, 2015/06/10) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 14, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to get promises of a return call of to hrs Again I was told that on Monday jun 8th and now now it's days later no call Each time I call in to process even the camera or notepads they inform me those warranties have expired nothing can be done Square trade has the worst customer service !
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim didOnce we found the receipt we did process the claim and reimbursed the consumerA check was processed on September and the consumer should receive his reimbursement by September We have sent an email to the consumer explaining when they should expect the check
Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ We are sorry the consumer had this experienceIn this case the specialist was incorrect, we should have taken the claimWe will contact the consumer and resolve this by doing a full payout on the device and a refund of the warranty because of the poor service that was offered in this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/24) */ To the Revdex.com: You may close the case on this complaintI received a check from Square Trade Company today for the price of the warranty and I am completely satisfied with their responseThank you for your kind assistance and [redacted] Holidays! [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ We are sorry the consumer had issues with their chair The database showed that there was a day waiting periodThis is an automatic waiting period for the consumers that purchase their product online to allow for shippingThis is a usually a convenience for the consumer as the warranty does not start until after the consumer has received the productOn the actual warranty there is a one day waiting periodThe consumer filed the claim in our online system and it automatically denied the claim, but did file it after the actual waiting periodWe will take the claim We have contacted the consumer to let them know we will process the claim
Initial Business Response / [redacted] (1000, 7, 2015/04/07) */ We are sorry the consumer had a delay in his reimbursement The address we had on file was not a verified address from the United States Postal ServiceThat is why the check was delayed We have since sent the check and, as per the shipper, it was delivered on 3/Due to the delays the customer experienced we have refunded the $deductible and an additional $credit to the consumer's credit card account as a gesture so that the consumer will feel better about dealing with SquareTrade Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experiencedOur records indicate this issue has been resolved with a resolution specialistWe have sent an overnight shipping [redacted] to the consumer Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/19) */ Squaretrade is THE most INCOMPETENT company to deal withAfter two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed ExPlease re-open this complaint!!!!! This is NOT resolved Final Business Response / [redacted] (4000, 14, 2016/02/24) */ Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am Final Consumer Response / [redacted] (4200, 16, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experienceDid SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? NoDid they acknowledge they took OVER TWO MONTHS to actually get it right? NoDid they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? NoThere's no "proposed resolution" from SquareTradeI expected nothing less from this farce of a company
Initial Business Response / [redacted] (1000, 6, 2014/10/14) */ We are sorry that the consumer had issues with our policy of having a receipt of purchase on file and that we were unable to get that receipt, even after they sent it, into our systemWe are always willing to work with our customers to resolve issues such as these We don't understand how the consumer has not seen his refundAccording to all of our accounting records the refund was processed on 9/back to the credit card used to purchase the warrantyWe will reach out to the consumer to resolve this
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ We are sorry that the consumer has had so many delays in trying to get a replacement phone We have refunded the $deductible and the consumer did receive their phone We spoke with the consumer and we both agree his complaint has been resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did accept responsibility for the incident and I did receive a replacement phoneIt would be nice if the incident prompted some changes in their systems and their employees abilities to track ordersAs I told the resolution specialist...thanks for the refund but I would gladly pay to not experience the broken processMy advice is to ask for a resolution specialist at the first hint of an issueBoth resolution specialists appeared to know how to get things fixed and get action in a timely mannerIn the end I received phones so someone was trying but their systems did not show shipments for either phone on their web page or in the system the first level CSRs had access toThis I think is the fundamental flaw in their systems and why I'm taking the time to write about thisAdditionally, when the CSRs could not provide information I proceeded to request to speak to a manager and in both cases I was told there was no manager at this timeI'm not sure how a 24xcompany operates without oversight for most of the day but I was assured that was the caseWhen I asked the resolution specialists about this they both forwarded contact information to me in case I had any future issuesThis is good but it still doesn't make sense to me that I had no chain of authority to follow as a consumer until well into the processPossibly this was a cost saving move but it was not a good business move
Initial Business Response / [redacted] (1000, 8, 2014/08/28) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on this claimLet me check into the refund on your phoneI see we did send out the remaining amount, but I'll make sure you're fully coveredPlease give me a day or so to clarify with accounting and I'll get any remaining amount sent out to you Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was my full refund for my out of pocket expenseWhen I recieved it from the Square Trade there will be no need to continue on I did recieved a call from the company stated I would be receiving full refund for out of pocket expenseThank you
Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I apologize for the delay on thisI've sent you an email last week with some resolutions, but have not heard from youPlease check your spam folder if you haven't don't see my emailI'll resend it today and will attemtp to give you a call too, though I understand that calling you currently might not be convenient for you Please call or email me and I'll assist you with thisYou can call me at XXX-XXX-XXXX [redacted] or email me at [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/02) */ Hello ***, My insurance company did make an offer to me last week which I told them I would acceptHowever, this was early last week and I've yet to hear back from them as to when I will receive my compensationThey did refund me my original $from my initial claimI was told a check was being mailed in the amount of $which was my initial set up feeThey did say 7-business days so I'm not too worried that I haven't received that yetThey also agreed to either replace my phone or send me $towards the purchase of a new cell phoneIf I accepted the money it would void my contract with themI accepted the money, because while I appreciate the effort to make good, I'm still skeptical staying with the company and letting them send me a phoneI emailed them back saying I would accept the $payment and to let me know any info about it as well as if they needed any additional information from meI also said I would send them back their defective phone upon me getting a new phoneAfter that email last week I've yet to hear back as to when I can expect my moneyMaybe they've sent it out and didn't tell me, maybe they're in no rush to get it out, I don't knowBut I did want to inform you that they made an offer which I acceptedJust waiting on confirmation on their endHopefully it is within the next couple of daysOtherwise I will be letting you guys knowThanks! Have a great day, [redacted] Final Business Response / [redacted] (4000, 12, 2014/07/03) */ Hi ***, Got it I just got you set up for the reimbursementLet me know if you need anything else Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/03/14) */ Hi [redacted] I am [redacted] the Resolution Manager at SquareTrade I'm sorry for the confusion in this caseI spoke with the agent who was handling your case and he says his concern was that the description of your laptop error, "only a white screen and looks like burning coming from the inside" might indicate a cracked or damaged screen, which we do not cover as that is a damage issueOur concern is that if your laptop was sent in and our repair technicians determine that this is a damaged laptop, we would then have to ship it back to you, wasting both our time He had offered to have you repair it locally and if the diagnosis shows that it was a defect rather than damage, we'll reimburse you for the repair I think based on this, the best option for us is to handle this internallyI'll have the agent contact you to arrange shipment of your laptop to our depot for an audit and if it is just a defective device, we'll repair it for youIf its damaged, we'll ship it back to you, at no cost to you Unfortunately, the battery issue is not something we'll be able to assist you withRated battery run times are best case scenarios posted by manufacturers, but do not reflect real world usageThis is something the manufacturer should be responsible forHad this not been an acceptable feature for this laptop for you, you should contact the manufacturer for a replacement If you have any questions or concerns, please contact me at [redacted] @squaretrade.comOtherwise, please be on the look out for a contact from our claims agent to assist with getting your laptop issue resolved Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need my laptop fixed or a new oneMy laptop has never fallen, never been hitSpends most of it's time in a laptop bag which is thick with sponge inserts or whatever I paid over USD for this device and now people are given me these responses Final Business Response / [redacted] (4000, 9, 2014/03/24) */ Hi [redacted] , I understand your need to repair the laptopAnd as I've previously said, we'll have it sent in to our service depot to audit and repair if it is not damaged I understand you've not dropped it, but based on your claim description, the claims agent did have concerns that physical damage had occurred to your laptopIf our repair tech does not find physical damage to your laptop, we will certainly repair it ASAP and have it sent back to you I'll contact you directly to make sure you have the materials to ship your laptop in Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/01/26) */ We are sorry the consumer was not able to receive the replacement device in the time they thought they would be able to We do appreciate our consumer's input so that we can improve our serviceWe implemented a new call return process to have consumers who request a manager when a manager not immediately availableOur website does state that overnight replacements are shipped the same business day, but we will address how it is presentedWe will also research the possibility to have consumer's pay for Saturday delivery Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/04/09) */ This issue was not adequately resolvedThe response says nothing of how they are going to fix the situation, just that they are going to look into it Final Business Response / [redacted] (4000, 17, 2015/04/21) */ The consumer is correct in that we do not know how, specifically, these suggestions will be implementedWe would not be able to commit how or even if a suggestion would be applied until it has been approved by management and the systems have to be put in place to make changes occurThere are a number of things that have to happen in order make changes to procedures
Initial Business Response / [redacted] (1000, 5, 2014/11/05) */ We are so sorry this consumer had poor experience with her SquareTrade warrantyHowever, as of 11/it appears that the warranty was cancelled and the consumer has been refunded the purchase price of her warranty policySince the item suffered physical damage, we would not be able reimburse the consumer for the cost of the item as it does not fall within the terms & conditions of this particular policyWe do not offer accidental coverage on used and refurbished items purchased through eBay
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisOur giftcard process is processed as an email codeWhen you had requested a resend, we resent the code to your email, but it looks like it never made it I've cancelled the email code, and will have a check express mailed to youYou should have it by Monday of next weekPlease do not redeem the email code if it somehow winds up in your inbox late Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I bought a roomba through Sam's club and was conned into the year warrantyAt the time, they told me everything was coveredAfter a year of use, part of the hardware on the roomba stopped workingI filed a claimI was told that the only thing this warranty covered was the motorIf that was working, it doesn't matter what else wasn't working, they couldn't helpTo add insult to injury, they were initially only going to refund me the prorated portion of this worthless warrantyThey got a pretty good scam goingIf nothing goes wrong, they keep your moneyIf something goes wrong, they tell you that portion isn't covered and keep part of your money
From start to finish, SquareTrade did a great job in working with me on my defective printer I will certainly use them again because of their high standard for professionalism and customer service
WHAT A HORRIFIC MESS, NOTHING WORKS, THEY ENTER DATA ALL WRONG, ASK FOR INFO, EVEN COPIED ,, PDF, GET IT ALL WRONG, EVERYTIME ONE CALLS, IT IS MINUTES, THEY CALLED ME ONE TIME AFTER A CALL BACK REQUEST, DAYS LATER, AND DIDNT KNOW WHY,,,, [redacted] , DONT SPEAK ENGLISH, [redacted] CALLS, AT MINUTES ON HOLD EACH, EMAILS WERE FUTILE, RETURN EMAILS DIDNT COME, IF YOU DEAL WITH THEM, ASK TWICE, MAKE THEM SEND TWICE,, NOTHING THEY DO WORKS,,,FINALLY FINALLY I THINK IT LL BE DONE, THEY PUT YOU THRU THE GRIEF SO THEY DONT HAVE TO REIMBURSE,,,HP CHEATS LIES, CHIPS PROGRAMMED FOR PRINTINGS NOT INK, AND EACH PAGE IS SET AT 5% ,IF YOU PRINT 5% THIS IS COUNTED FULL PAGE, AND SUBTRACTED FROM THE PAGES YOU ARE ALLOWED ON 950XL CARTRIDGE, THIS IS WHY INK STILL IN CARTRIDGE UP TO 20%,, SUE THEM,
Initial Business Response / [redacted] (4000, 8, 2015/12/06) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim is currently being processed for payout Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution because I do not want refurbished merchandiseThey sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandiseThe customer servie is horrible and they don't know what they are doingAlso you don't understand what they are saying
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ We apologize the consumer experienced issues with their device Our records indicate additional parts have been ordered for the device Once the parts have been received she will be contacted to move forward with an appointmentThe consumer has been contacted via email and phone regarding their concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the parts needed Final Consumer Response / [redacted] (3000, 13, 2015/12/23) */ I ask the check be sent asap because we do need to replace the unit as soon as possible I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified Final Business Response / [redacted] (4000, 15, 2015/12/30) */ The consumer's check was processed oh 12/18/We ask that the consumer allow 7-business days(excluding holidays) to receive the check
Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ We are sorry for what the consumer experiencedFor the issue with the phone, SquareTrade sent the consumer a label to send it in, per processThe consumer is now welcome to file claims on his camera and two tablets, per his request Spoke to consumer and he appears to be satisfied with resolution and will send in phone as soon as he can Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to get various road blocks even after many promisesI continue to email the one contact who emailed assurance that evrything would be taken care ofI have been emailing her back since 5/with no resonse backI made two other attempts nothing As promised I sent in the Iphone that was the issueSince then I have made calls into squre trade and again different answersThe first call they researched and advised me nithing was received and that I needed to provide him a traking number, even though sqtrade sent me the fed ex labelafter many hours of searching at home I provided them the traking number he then advised me he would process me a replacement since it was noted my original refurbishment was brokeHe kept me on the phone long period of time and then advised me I needed to talk to an are who just handles refurbshI called them they advised me same thing I would get a replacement on my iphone they saw the notes on my file only thing was they needed the iphone original to be received and to call back monday morning 6/I called at 5pm est on monday 6/as promised spent another long periods of time on the phone Again agent informed my nothing was recveived and nothing was ever sent by me Again I had to provide him the fed ex trscking number XXXX XXXX XXXX to prove the fact I didnt send in the phone on 6/2, he called traced iformed me that it was recieved and an audit was being performedHe understood my frustration and told me to hold on I WAITED over min of back in fourth and he advised my my account is now good and clearedMy replacement iphone was clearly documented and all I needed to do was to speak to another area give them my ticket number and they could send me my replacemnet iphone 5, again tranfered again where I could not wait ion the phone someone had to call me backmin later someone called me back I went over the situation again and agian the representive tried to tell me nothing was recveived no traking of any phone and again I never sent anything inOMg HOW DIS-ORGANIZED AND FRUSTRATED CAN THIS BEI gsave the gentelman my ticket number and again tracking number he put me on hold again researched everything finally phoned the fact phone was receivedI told him look at notes he noticed yes a replacement was to now be processed but he needed a supervisor to assist him since warranty expiredHe put me on a lengthy hold and came back said sorry about notres but nothing about phone can be done thanks for sending it back in and sorry you will no be getting a replacementNow how do you think I feel now with square trade ! !!!! Again squre trade famous words well I can have someone call you back within hrsagain many broken promises Final Business Response / [redacted] (4000, 10, 2015/06/10) */ Our Assurance Team is looking into the customer's case and will reach out via email or phone call in the next to business hours Final Consumer Response / [redacted] (4200, 14, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to get promises of a return call of to hrs Again I was told that on Monday jun 8th and now now it's days later no call Each time I call in to process even the camera or notepads they inform me those warranties have expired nothing can be done Square trade has the worst customer service !
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken SquareTrade's intent is to always honor our warranty as long as the claim falls within the Terms and Conditions of the warranty, as this claim didOnce we found the receipt we did process the claim and reimbursed the consumerA check was processed on September and the consumer should receive his reimbursement by September We have sent an email to the consumer explaining when they should expect the check
Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ We are sorry the consumer had this experienceIn this case the specialist was incorrect, we should have taken the claimWe will contact the consumer and resolve this by doing a full payout on the device and a refund of the warranty because of the poor service that was offered in this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/24) */ To the Revdex.com: You may close the case on this complaintI received a check from Square Trade Company today for the price of the warranty and I am completely satisfied with their responseThank you for your kind assistance and [redacted] Holidays! [redacted]
Final Consumer Response / [redacted] (2000, 5, 2015/01/05) */ Hello, and thank you, a check has arrived so this is resolved
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ We are sorry the consumer had issues with their chair The database showed that there was a day waiting periodThis is an automatic waiting period for the consumers that purchase their product online to allow for shippingThis is a usually a convenience for the consumer as the warranty does not start until after the consumer has received the productOn the actual warranty there is a one day waiting periodThe consumer filed the claim in our online system and it automatically denied the claim, but did file it after the actual waiting periodWe will take the claim We have contacted the consumer to let them know we will process the claim
Initial Business Response / [redacted] (1000, 7, 2015/04/07) */ We are sorry the consumer had a delay in his reimbursement The address we had on file was not a verified address from the United States Postal ServiceThat is why the check was delayed We have since sent the check and, as per the shipper, it was delivered on 3/Due to the delays the customer experienced we have refunded the $deductible and an additional $credit to the consumer's credit card account as a gesture so that the consumer will feel better about dealing with SquareTrade Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ We apologize for the issue the consumer experiencedOur records indicate this issue has been resolved with a resolution specialistWe have sent an overnight shipping [redacted] to the consumer Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/19) */ Squaretrade is THE most INCOMPETENT company to deal withAfter two months of attempting to receive a box and accurate shipping label to get an insured laptop shipped out and fixed, Squaretrade STILL shipped the equipment to the wrong address in a different state! They cannot resolve the issue over the phone and they refuse to put a manager on the phone during a 3-way call with Fed ExPlease re-open this complaint!!!!! This is NOT resolved Final Business Response / [redacted] (4000, 14, 2016/02/24) */ Our records indicate the device was returned to the consumer on 2/22/XXXX XX:XX am Final Consumer Response / [redacted] (4200, 16, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business reply to this complaint is a perfect example of the SquareTrade's cultural disregard to creating a positive customer experienceDid SquareTrade take any accountability for failing numerous times throughout each customer touch point? No? Did they acknowledge that even after dozens of calls and re-assurances that my laptop was STILL shipped to the wrong address in the wrong state? NoDid they acknowledge they took OVER TWO MONTHS to actually get it right? NoDid they even address ANY of the experience issues or offer any kind of warranty compensation as a result of their repeated failures? NoThere's no "proposed resolution" from SquareTradeI expected nothing less from this farce of a company
Initial Business Response / [redacted] (1000, 6, 2014/10/14) */ We are sorry that the consumer had issues with our policy of having a receipt of purchase on file and that we were unable to get that receipt, even after they sent it, into our systemWe are always willing to work with our customers to resolve issues such as these We don't understand how the consumer has not seen his refundAccording to all of our accounting records the refund was processed on 9/back to the credit card used to purchase the warrantyWe will reach out to the consumer to resolve this
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ We are sorry that the consumer has had so many delays in trying to get a replacement phone We have refunded the $deductible and the consumer did receive their phone We spoke with the consumer and we both agree his complaint has been resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did accept responsibility for the incident and I did receive a replacement phoneIt would be nice if the incident prompted some changes in their systems and their employees abilities to track ordersAs I told the resolution specialist...thanks for the refund but I would gladly pay to not experience the broken processMy advice is to ask for a resolution specialist at the first hint of an issueBoth resolution specialists appeared to know how to get things fixed and get action in a timely mannerIn the end I received phones so someone was trying but their systems did not show shipments for either phone on their web page or in the system the first level CSRs had access toThis I think is the fundamental flaw in their systems and why I'm taking the time to write about thisAdditionally, when the CSRs could not provide information I proceeded to request to speak to a manager and in both cases I was told there was no manager at this timeI'm not sure how a 24xcompany operates without oversight for most of the day but I was assured that was the caseWhen I asked the resolution specialists about this they both forwarded contact information to me in case I had any future issuesThis is good but it still doesn't make sense to me that I had no chain of authority to follow as a consumer until well into the processPossibly this was a cost saving move but it was not a good business move
Initial Business Response / [redacted] (1000, 8, 2014/08/28) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on this claimLet me check into the refund on your phoneI see we did send out the remaining amount, but I'll make sure you're fully coveredPlease give me a day or so to clarify with accounting and I'll get any remaining amount sent out to you Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was my full refund for my out of pocket expenseWhen I recieved it from the Square Trade there will be no need to continue on I did recieved a call from the company stated I would be receiving full refund for out of pocket expenseThank you
Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I apologize for the delay on thisI've sent you an email last week with some resolutions, but have not heard from youPlease check your spam folder if you haven't don't see my emailI'll resend it today and will attemtp to give you a call too, though I understand that calling you currently might not be convenient for you Please call or email me and I'll assist you with thisYou can call me at XXX-XXX-XXXX [redacted] or email me at [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/02) */ Hello ***, My insurance company did make an offer to me last week which I told them I would acceptHowever, this was early last week and I've yet to hear back from them as to when I will receive my compensationThey did refund me my original $from my initial claimI was told a check was being mailed in the amount of $which was my initial set up feeThey did say 7-business days so I'm not too worried that I haven't received that yetThey also agreed to either replace my phone or send me $towards the purchase of a new cell phoneIf I accepted the money it would void my contract with themI accepted the money, because while I appreciate the effort to make good, I'm still skeptical staying with the company and letting them send me a phoneI emailed them back saying I would accept the $payment and to let me know any info about it as well as if they needed any additional information from meI also said I would send them back their defective phone upon me getting a new phoneAfter that email last week I've yet to hear back as to when I can expect my moneyMaybe they've sent it out and didn't tell me, maybe they're in no rush to get it out, I don't knowBut I did want to inform you that they made an offer which I acceptedJust waiting on confirmation on their endHopefully it is within the next couple of daysOtherwise I will be letting you guys knowThanks! Have a great day, [redacted] Final Business Response / [redacted] (4000, 12, 2014/07/03) */ Hi ***, Got it I just got you set up for the reimbursementLet me know if you need anything else Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/03/14) */ Hi [redacted] I am [redacted] the Resolution Manager at SquareTrade I'm sorry for the confusion in this caseI spoke with the agent who was handling your case and he says his concern was that the description of your laptop error, "only a white screen and looks like burning coming from the inside" might indicate a cracked or damaged screen, which we do not cover as that is a damage issueOur concern is that if your laptop was sent in and our repair technicians determine that this is a damaged laptop, we would then have to ship it back to you, wasting both our time He had offered to have you repair it locally and if the diagnosis shows that it was a defect rather than damage, we'll reimburse you for the repair I think based on this, the best option for us is to handle this internallyI'll have the agent contact you to arrange shipment of your laptop to our depot for an audit and if it is just a defective device, we'll repair it for youIf its damaged, we'll ship it back to you, at no cost to you Unfortunately, the battery issue is not something we'll be able to assist you withRated battery run times are best case scenarios posted by manufacturers, but do not reflect real world usageThis is something the manufacturer should be responsible forHad this not been an acceptable feature for this laptop for you, you should contact the manufacturer for a replacement If you have any questions or concerns, please contact me at [redacted] @squaretrade.comOtherwise, please be on the look out for a contact from our claims agent to assist with getting your laptop issue resolved Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need my laptop fixed or a new oneMy laptop has never fallen, never been hitSpends most of it's time in a laptop bag which is thick with sponge inserts or whatever I paid over USD for this device and now people are given me these responses Final Business Response / [redacted] (4000, 9, 2014/03/24) */ Hi [redacted] , I understand your need to repair the laptopAnd as I've previously said, we'll have it sent in to our service depot to audit and repair if it is not damaged I understand you've not dropped it, but based on your claim description, the claims agent did have concerns that physical damage had occurred to your laptopIf our repair tech does not find physical damage to your laptop, we will certainly repair it ASAP and have it sent back to you I'll contact you directly to make sure you have the materials to ship your laptop in Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/01/26) */ We are sorry the consumer was not able to receive the replacement device in the time they thought they would be able to We do appreciate our consumer's input so that we can improve our serviceWe implemented a new call return process to have consumers who request a manager when a manager not immediately availableOur website does state that overnight replacements are shipped the same business day, but we will address how it is presentedWe will also research the possibility to have consumer's pay for Saturday delivery Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/04/09) */ This issue was not adequately resolvedThe response says nothing of how they are going to fix the situation, just that they are going to look into it Final Business Response / [redacted] (4000, 17, 2015/04/21) */ The consumer is correct in that we do not know how, specifically, these suggestions will be implementedWe would not be able to commit how or even if a suggestion would be applied until it has been approved by management and the systems have to be put in place to make changes occurThere are a number of things that have to happen in order make changes to procedures
Initial Business Response / [redacted] (1000, 5, 2014/11/05) */ We are so sorry this consumer had poor experience with her SquareTrade warrantyHowever, as of 11/it appears that the warranty was cancelled and the consumer has been refunded the purchase price of her warranty policySince the item suffered physical damage, we would not be able reimburse the consumer for the cost of the item as it does not fall within the terms & conditions of this particular policyWe do not offer accidental coverage on used and refurbished items purchased through eBay
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisOur giftcard process is processed as an email codeWhen you had requested a resend, we resent the code to your email, but it looks like it never made it I've cancelled the email code, and will have a check express mailed to youYou should have it by Monday of next weekPlease do not redeem the email code if it somehow winds up in your inbox late Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I bought a roomba through Sam's club and was conned into the year warrantyAt the time, they told me everything was coveredAfter a year of use, part of the hardware on the roomba stopped workingI filed a claimI was told that the only thing this warranty covered was the motorIf that was working, it doesn't matter what else wasn't working, they couldn't helpTo add insult to injury, they were initially only going to refund me the prorated portion of this worthless warrantyThey got a pretty good scam goingIf nothing goes wrong, they keep your moneyIf something goes wrong, they tell you that portion isn't covered and keep part of your money
From start to finish, SquareTrade did a great job in working with me on my defective printer I will certainly use them again because of their high standard for professionalism and customer service
WHAT A HORRIFIC MESS, NOTHING WORKS, THEY ENTER DATA ALL WRONG, ASK FOR INFO, EVEN COPIED ,, PDF, GET IT ALL WRONG, EVERYTIME ONE CALLS, IT IS MINUTES, THEY CALLED ME ONE TIME AFTER A CALL BACK REQUEST, DAYS LATER, AND DIDNT KNOW WHY,,,, [redacted] , DONT SPEAK ENGLISH, [redacted] CALLS, AT MINUTES ON HOLD EACH, EMAILS WERE FUTILE, RETURN EMAILS DIDNT COME, IF YOU DEAL WITH THEM, ASK TWICE, MAKE THEM SEND TWICE,, NOTHING THEY DO WORKS,,,FINALLY FINALLY I THINK IT LL BE DONE, THEY PUT YOU THRU THE GRIEF SO THEY DONT HAVE TO REIMBURSE,,,HP CHEATS LIES, CHIPS PROGRAMMED FOR PRINTINGS NOT INK, AND EACH PAGE IS SET AT 5% ,IF YOU PRINT 5% THIS IS COUNTED FULL PAGE, AND SUBTRACTED FROM THE PAGES YOU ARE ALLOWED ON 950XL CARTRIDGE, THIS IS WHY INK STILL IN CARTRIDGE UP TO 20%,, SUE THEM,
Initial Business Response / [redacted] (4000, 8, 2015/12/06) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim is currently being processed for payout Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution because I do not want refurbished merchandiseThey sent me a refurbished iPad and it didn't work.Their company do not inform you that they are giving refurbished merchandiseThe customer servie is horrible and they don't know what they are doingAlso you don't understand what they are saying
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ We apologize the consumer experienced issues with their device Our records indicate additional parts have been ordered for the device Once the parts have been received she will be contacted to move forward with an appointmentThe consumer has been contacted via email and phone regarding their concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the parts needed Final Consumer Response / [redacted] (3000, 13, 2015/12/23) */ I ask the check be sent asap because we do need to replace the unit as soon as possible I truly hope as stated that this "technician" will no longer be used by squaretrade for he is a liar and not qualified Final Business Response / [redacted] (4000, 15, 2015/12/30) */ The consumer's check was processed oh 12/18/We ask that the consumer allow 7-business days(excluding holidays) to receive the check