Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Hi ***, I am [redacted] Hua, the Resolution Manager at SquareTrade I am sorry for the delay on thisI'll get that reimbursement for your ice maker processed right away I did want to provide an explanation on the delay on this, thoughIt looks like your claim for this ice maker was approved in November of last yearIf you had shipped it out last month, our system had already closed out the claim for inactivity I've reopened it and will get a payout for you ASAPPlease check your PayPal account in tomorrow to verify payment If you need any further assistance, please let me contact me at [redacted] @squaretrade.com Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ We are sorry the consumer had an issue with their phone The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a condition that would invalidate the warranty The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired We did refund the customer what they paid for the warranty as it is no longer valid Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty Facts When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted I was never informed that the warranty will not cover the phone because of the blacklisted The phone was working okay until after days and more have passed [redacted] the purchased date When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc) Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $ When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account Final Business Response / [redacted] (4000, 15, 2015/09/03) */ According to our records an email was sent to the consumer on 7/ We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered Final Consumer Response / [redacted] (4200, 17, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ We apologize that the consumer had issues with their deviceWe have reached out to the consumer to resolve their concerns but have yet to receive a response Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/13) */ As an updateI was contacted by phone by [redacted] at Square Trade on the Resolution TeamOn 04November We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $that was taken out of my account without authorization AND refund me the cost of the plan at $I was instructed this could take to business daysI did receive a refund of $on 04NovemberAs of today, 13NovemberI have not been refunded the other $OR the $for the cost of the planI agreed with [redacted] to give a review to indicate a satisfied resolution when those actions were completeAt the time of submission of this comment they have not been completed Final Consumer Response / [redacted] (2000, 15, 2015/11/17) */ As of today 17November2015, Square Trade has returned the complete total of funds taken from my accountI have e-mailed [redacted] at Square Trade to notify her of the returned moneyIn addition, [redacted] did explain the refund of the cost of the protection plan would be mailed to me in the form of a checkShe has been very receptive to my concerns
Initial Business Response / [redacted] (4000, 9, 2014/06/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on your reimbursementFrom the claim notes, the payment did finally get processed successfullyAnd your warranty cost has been refunded to you in full also Unfortunately, the final reimbursement is going to have to be for the $829, the original price you paid for your laptop, not the $The warranty is set up to cover you for up to $in repairs, but if we move to reimbursement, you'll be reimbursed for the cost of the unitAs a rule, we can not pay you more than what you paid for the item If you have any further issues or questions, please let me know at [redacted] @squaretrade.com Regards, [redacted] Final Consumer Response / [redacted] (3000, 7, 2014/06/04) */ I emailed the following information to [redacted] : Hi [redacted] , Now that it is one day shy of a month I have completed a Revdex.com complaint number (XXXXXXXX) since this is yet to be resolvedI did receive a call from someone at your [redacted] office but missed the callI called back and was on the phone for more than minutes and just keep receiving the same response from everyoneI am extremely frustrated with this entire situation and would love to have this resolved today Thanks! Shortly thereafter, I received a payment to my paypal account for $829, which is not what the agreement or the email from 5/9/stated I called squaretrade yesterday and spent more than minutes on the phone trying to get the problem resolved againI was told that I still had to wait another 3-business days from May 30th to receive payment
Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade Sorry for the confusionYour warranty contract covers items up to $199, as that warranty type is for tablets under $But our reimbursement policy has always been to cover you for the purchase price of your itemIn your case, the particular tablet you bought costs $It is not intended to provide more money than you paid for you tablet, even though it can be used to cover a more expensive deviceHad you paid $for your tablet, we would have reimbursed you for that amount In this case, the $does allow you to purchase the exact make and model If this is incorrect, please provide SquareTrade or the Revdex.com with a receipt indicating your purchase price and we'll re-evaluate the reimbursement Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response however I disagree that I can purchase the exact model for $I paid $+ tax and an additional $for your warrantyYou never really addressed the issue of why I have an email stating that my item was covered for $and I would receive a check in the mail for this amount within seven days and then you never followed throughI am very disappointed in the customer service provided by this company and would never recommend it to anyone elseIt's bad business to state that an item is reimbursable up to a certain amount and then when it comes time to pay out the amount; falter on what you agreedSituations like these are what give warranties/insurance a bad nameThe customer service rep I spoke with stated that it was the computers fault but don't human's control computers? I am confused Final Business Response / [redacted] (4000, 9, 2014/03/27) */ Hi [redacted] , As you've stated, one of our agents had already explained to you that it is a computer error You're asking for more money than you paid for you tablet, and unfortunately, that's not what a warranty doesYou paid us to protect your tablet against damage and defectsThat's what we did You qualify for a full reimbursement for the cost of your tablet and we've done thisWe do not offer compensation for the cost of the warranty you paid, thoughThat is what allows us to provide repairs and payouts Thank you, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess what this amounts to is an issue of integrityWhen your company puts it in writing that an item is warrantied for a certain amount of money to a customer and even tells them the check is in the mail for that amount, I feel it is your responsibility to stand by your wordUnfortunately I have a very disappointed year old little boyWe had already began to shop for the new tablet to replace the old one once I received confirmation from you all on the check amountHe still has yet to get another tablet because it was a birthday gift and now I do not have the money it will cost to replace the tablet when you factor in taxes and a new warrantyI am sure a $payout is nothing to a company but it is the little things like customer loyalty that will build a solid businessI appreciate all of your replies, but unfortunately I will never use or recommend anyone else to use this company in the future, since they will not stand by their word, and will blame their not paying the customer on a "computer error"
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the systems issues we had while you calledWe generally get those types of issues resolved in a day or two, definitely not weeksI apologize you were misinformedI've provided feedback for to that agent's supervisor I also apologize for the delay in shipping that box to youI've referred the issue with the box resend to our systems manager for review, we should never have shipping be such a bottleneck to the processI'll make sure this case is reviewed with our repair depot to prevent this from happening in the future I've tried calling you to help you get a quicker resolution, but it looks like you listed the incorrect phone number? I was able to contact your relative, whose number is in our system, and was able to offer him a quicker resolutionHe told me he'll relay all of this to youIf you have any issues, or questions, please do not hesitate to contact me directly [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was helped by [redacted] immediately after opening the caseI appreciate the resolution he offered and his understanding Squaretrade will be refunding both the laptop and the warranty
Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I am so sorry for the hassle on this claimI am going to make sure to forward this case to our mobile team for review for process improvements I have just spoken to [redacted] the supervisor who assists with our Costco members and she tells me she had arranged to have a replacement phone and battery shipped to you You should be all setIf not, please contact me or Liz and we'll do our best to assist youYou can reach me at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a week of constant hassle with SquareTrade, they DID ultimately come through with a replacement phoneSquareTrade also *finally [redacted] provided excellent follow through and I am satisfied with the resolution to the matter I am sorry that I had to resort to contacting the Revdex.com Thank you SquareTrade for doing the right thing
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ We are sorry the consumer had an issue with their device In this case the consumer is correct and we agree that our no lemon policy does apply We will be reimbursing the customer the purchase price of the item in payments Also we did not repair the unit within the guaranteed timeWe will be refunding the customer the purchase price of the warranty as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
When the computer was returned after repair the Windows 10, Microsoft Student Office and e-mail software was all deletedThe computer was sent to their after the [redacted] techstaff detected a possible problem with the computer fan and batteryAfter much effort from the local [redacted] Tech.Staff and the undersigned, the Windows was reinstalledSquare Deal refused to re-install the Microsoft Student OfficeI was never advised nor was it in the literature I received when I purchased the warrant that it was the policy of Square Deal to re-set the computer to it's original default settingThe service representative at Square Deal never advised me of their intent to delete all my previously loaded software when I filed the claim Also, I and the Staples staff spent hours trying to contact Square dealIn one case, when I was advised of a minute call back, I was called by their techsupport at 10:pm more than four hours after I called At the very least their business practices are deceptive, and communication horrible
Initial Business Response / [redacted] (1000, 5, 2014/05/09) */ Hi ***, I am [redacted] ***, the resolution manager at SquareTrade I am sorry for the error on our part in this caseIn reviewing your complaint,I think what might have cause this error was when we sent you a second shipping label to retrieve your original phone The claim was linked to the tracking number on the first labelWhen you sent your phone in to our depot using the second label, it was never tagged as being receivedThis is obviously a gap in our processI am going to have our mobile manager review this process for improvement going forward We have refunded this charge back to your account on 5/2/You should see it in your bank account at this pointI understand that you had incurred some bank charges due to our mistakeIf you can email documentation of this to me at [redacted] @squaretrade.com, I would like to cover those fees for you I look forward to hearing from you Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTradeI am sorry for the delayed response on this caseI was doublechecking with our repair shop on this case and had been awaiting their response I apologize for the way the unit was sent back to youThe depot's explanation is that since the unit was not repairable, they felt it was not necessary to replace the screws in case you needed to verify the condition of the unitIf you wish, I can provide free shipping to have it sent back for a tech to replace the screws for you Unfortunately, we will not be repairing this unit because there is evidence of liquid damage in the unit and that is not covered under our warrantyIf you want to ship it back to us, please let me know and [redacted] @squaretrade.com and I'll request a shipping kit for you Regards, [redacted] ***
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, they called in on [redacted] to file a claim on their [redacted] Claims filed on [redacted] through SquareTrade are handled directly by [redacted] team When the consumer filed their claim they were transferred directly to [redacted] team so they could complete the claim process Currently, the consumer needs to follow up with the re-seller as they have taken over the claim process We have sent the consumer an email with [redacted] team contact information
I threw my money away on a year warranty for my new cell phone Within months the phone started to go crazy and would rapidly open one app after another randomly and usually end up with the camera turned on I tried to file a claim online but the form would not let me continue because they didn't have my brand of phone listed and there was no way to type in my brand I tried calling but every time you call you get the same message that they are overwhelmed with calls and they offer to take your number and call you back without losing your place I tried that and waited all day with no call back The next day I tried again and got the same response This time I got a call back in about hours I got no help at all from the agent I spoke to First he didn't like the way I sent in the receipt so he wouldn't accept it Then he insisted that I reset the phone and lose all my information and then call back again and go through that same process all over again They just look for any excuse to not pay a claim by wearing you down I will never do business with this company again
Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I am sorry for the delay on this paymentWhile checking into your case, it looks like you've also been in contact with one of our social media specialists, [redacted] and she's made an expedited payment for your last tablet You should be resolved at this point, but if there's anything else we can do for you, please do not hesitate to contact me or [redacted] ; we'll be happy to assist Regards, [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted to resolve the claimOur records determined the consumer purchased a plan that does not cover Accidental Damage from HandlingWe are requesting pictures in order to determine the type of damage sustained to the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I have sent pictures twice and I never heard backActually I was ignored when I emailed for updates hence the reason I am filling the complaintThe issue is not with coverage it is with a manufacturer flaw on the SThere is a lot of documentation on it Final Business Response / [redacted] (4000, 9, 2015/12/24) */ We have requested the consumer send pictures of the crack in the phone to verify the damageOnce the damage has been evaluated we can move forward with an appropriate resolution Final Consumer Response / [redacted] (4200, 11, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have already done this twice before with no responseAlso asked for follow ups and was ignored
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer's device failed According to our records the device had just two claims placed against it As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a manufacturer's defect and repaired three times within one yearThe fourth failure would result in a payoutThis is not the case in this instanceThe last failure, although the symptoms seemed to be the same, was caused by liquid exposureThis was proven by the liquid exposure indicators in the deviceAlso it was filed more than a year after the first claim Our policy is toward failed repairs is that the consumer has days to report a problemThe last repair was completed the beginning of FebruaryIt is now well over that day periodThe consumer could not file a new claim as the warranty expired prior to the last repair, in January Regrettably we will not be able to further assist the consumer at this point
Initial Business Response / [redacted] (1000, 5, 2014/07/25) */ Hi [redacted] , This is [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delayI wanted to investigate the issue and speak with you before replying here, so thank you for speaking with me and being so flexible on this case I found out that our processing depot had made a mistake and somehow crossed your claim with another customer's accountThey were working on your claim as if it was already in progress, rather than still pending a shipping kitI'm forwarding this to our service manager to reviewThis is a rare error, but obviously, the delay it caused is extreme and we want to make sure it won't happen again As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warrantyThe check for the refund and the payout through PayPal for your computer will both get to you next week Please let me know if you need anything else Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is obviously a reasonable resolution Thanks Consumer Response / [redacted] (3000, 12, 2014/09/29) */ We still haven't received the refund for the subscription as promisedAgain it has been another months Business Response / [redacted] (4000, 14, 2014/10/01) */ We are sorry the customer had this experienceThere was an error on the part of our systems that sent out the box to another customer for a different claimWe have since apologized to the customer and have given the customer a full payout so they can purchase a replacement unit Consumer Response / [redacted] (4200, 18, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still owe us $per [redacted] response on July 25th, "As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty." We were told that a different check will be processed for $as a full refund on the warranty subscriptionWhy would they promise something they cannot do? Apparently, closing the complaint was a mistake We are still waiting for the I quote Charlie Munger "Good businesses are ethical businessesA business model that relies on trickery is doomed to fail."
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with their device We were waiting for the receipt of purchase of the device in order to process the claimThe receipt was sent to us but it was not processed correctlyWe are addressing this issue by having additional training for our specialists We have processed the claim and the consumer should have the reimbursement in - business daysDue to the delays we are refunding the consumer the cost of the warrantyThey should receive that payment also in - business days We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never left any messagesThey did email me asking for the receipt which I sent to themI'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receivingIve received the check for the tablet but not the warranty, they told me I would receive a refund for that alsoI called yesterday 9/28/and the rep that tried to help me had no clue and stated "we dont refund warranties"This Square Trade company really need to get it together, I am a very dissatisfied customer! Final Business Response / [redacted] (4000, 9, 2015/10/09) */ According to our records the payment was processed two weeks ago and the consumer should have received it by nowIf they have not they need to contact us so we can reprocess the paymentWe have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message Final Consumer Response / [redacted] (2000, 11, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this claimFrom our notes here, it looks like one of our managers, ***, has helped you process a reimbursement for a brand new phone The check is in process and you should have it by next week Please let us know if you need anything else, OK? Regards, ***
We are sorry for any issues the consumer had with their deviceAccording to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality." Our replacement team looks at a consumers TV specifications when selecting a replacement model Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shippedThe consumer confirmed the replacement before it was orderedAs it turns out, we would not be able to provide an exchange
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Hi ***, I am [redacted] Hua, the Resolution Manager at SquareTrade I am sorry for the delay on thisI'll get that reimbursement for your ice maker processed right away I did want to provide an explanation on the delay on this, thoughIt looks like your claim for this ice maker was approved in November of last yearIf you had shipped it out last month, our system had already closed out the claim for inactivity I've reopened it and will get a payout for you ASAPPlease check your PayPal account in tomorrow to verify payment If you need any further assistance, please let me contact me at [redacted] @squaretrade.com Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ We are sorry the consumer had an issue with their phone The purchase receipt clearly states that the phone was "blacklisted"This is a condition where the carrier does not allow the phone to be connected to their networkThis is also a condition that would invalidate the warranty The consumer states in their complaint that they informed them that, "The motherboard is going bad" by the shop, which indicates there was not completed repairIf the warranty was valid we still would not reimburse a consumer for diagnostics that does not result in a repair The consumer did call to let us know that the phone was sent back to the seller and no longer in their possession The email that states that "Your receipt has been successfully submitted!" refers to the purchase receipt of the itemThe consumer attached the receipt from the shop to the purchase confirmation receipt The specialist that told the customer to have it repaired at a local shop was indicating to the consumer one of the options available for repairNo claim was ever approved to have the phone repaired We did refund the customer what they paid for the warranty as it is no longer valid Our Assurance Team has emailed the customer regarding this issueThat department can assist with any concernsThe consumer needs only to reply back to that email that was sent to them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first contacted the company regarding the phone having a problemThe representative ask me to give him the imei #After I did, He never informed me that the phone was on the blacklist and that's void the warrantyA day latter, someone from the company told me to go have have the phone repair and they will reimburse the costSo, I did and after I picked up the phoneNever did they tell me about the blacklistThey told me to submit them the receipt for the repair shopI did After I submitted the receipt, that's when I heard from them regarding the blacklistAt that point, that's when they told me they were going to refund me the warranty price; instead of the repair receipt Furthermore, the company inform me that I needed to called eBay to have them to open a case against the seller to obtain a refund of the phone purchaseOn the date of the purchase, the phone receipt from eBay does say blacklisted, but I have the option to obtain a warrant thought SquareTrade and I did When I gave Square trade the imei #, they failed to inform me that the phone is blacklist but wanted to keep the phone under the warranty Facts When I first called, I gave SquareTrade the imei #, proof of the purchase from eBay and the purchase of the warranty too wish say blacklisted I was never informed that the warranty will not cover the phone because of the blacklisted The phone was working okay until after days and more have passed [redacted] the purchased date When a representative called me back, I was told to have the phone repair after I gave them all the information they asked for( name, address, email address, phone number,etc) Again, they asked me for the imei # and the proof of the repair bill, but never informed about the blacklisted until after I submitted the $Receipt I still have all the emails from SquareTrade (I can submit as proof), never did they email saying it blacklisted until the end I rejected it because I was told to have it repair when they have a copy saying blacklisted phone but I lost $ When I submitted the $receipt, they did not tell me again about the blacklist but told me I could have it credit on my paypal account Final Business Response / [redacted] (4000, 15, 2015/09/03) */ According to our records an email was sent to the consumer on 7/ We are having the assurance team send the consumer another email so they will have the contact information to have their questions answered Final Consumer Response / [redacted] (4200, 17, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This Revdex.com case was opened on 8-21-15, and anything that Square Trade has emailed me before I filed this case is not helping me to resolve this matterI have already follow those step and it has ended me to a dead end with Square TradeI need a refund for the repair receipt I have submitted for $145, but will settle this matter for $
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ We apologize that the consumer had issues with their deviceWe have reached out to the consumer to resolve their concerns but have yet to receive a response Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/13) */ As an updateI was contacted by phone by [redacted] at Square Trade on the Resolution TeamOn 04November We spoke on the phone and she followed up with an e-mail stating Square Trade will refund me the $that was taken out of my account without authorization AND refund me the cost of the plan at $I was instructed this could take to business daysI did receive a refund of $on 04NovemberAs of today, 13NovemberI have not been refunded the other $OR the $for the cost of the planI agreed with [redacted] to give a review to indicate a satisfied resolution when those actions were completeAt the time of submission of this comment they have not been completed Final Consumer Response / [redacted] (2000, 15, 2015/11/17) */ As of today 17November2015, Square Trade has returned the complete total of funds taken from my accountI have e-mailed [redacted] at Square Trade to notify her of the returned moneyIn addition, [redacted] did explain the refund of the cost of the protection plan would be mailed to me in the form of a checkShe has been very receptive to my concerns
Initial Business Response / [redacted] (4000, 9, 2014/06/05) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on your reimbursementFrom the claim notes, the payment did finally get processed successfullyAnd your warranty cost has been refunded to you in full also Unfortunately, the final reimbursement is going to have to be for the $829, the original price you paid for your laptop, not the $The warranty is set up to cover you for up to $in repairs, but if we move to reimbursement, you'll be reimbursed for the cost of the unitAs a rule, we can not pay you more than what you paid for the item If you have any further issues or questions, please let me know at [redacted] @squaretrade.com Regards, [redacted] Final Consumer Response / [redacted] (3000, 7, 2014/06/04) */ I emailed the following information to [redacted] : Hi [redacted] , Now that it is one day shy of a month I have completed a Revdex.com complaint number (XXXXXXXX) since this is yet to be resolvedI did receive a call from someone at your [redacted] office but missed the callI called back and was on the phone for more than minutes and just keep receiving the same response from everyoneI am extremely frustrated with this entire situation and would love to have this resolved today Thanks! Shortly thereafter, I received a payment to my paypal account for $829, which is not what the agreement or the email from 5/9/stated I called squaretrade yesterday and spent more than minutes on the phone trying to get the problem resolved againI was told that I still had to wait another 3-business days from May 30th to receive payment
Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade Sorry for the confusionYour warranty contract covers items up to $199, as that warranty type is for tablets under $But our reimbursement policy has always been to cover you for the purchase price of your itemIn your case, the particular tablet you bought costs $It is not intended to provide more money than you paid for you tablet, even though it can be used to cover a more expensive deviceHad you paid $for your tablet, we would have reimbursed you for that amount In this case, the $does allow you to purchase the exact make and model If this is incorrect, please provide SquareTrade or the Revdex.com with a receipt indicating your purchase price and we'll re-evaluate the reimbursement Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response however I disagree that I can purchase the exact model for $I paid $+ tax and an additional $for your warrantyYou never really addressed the issue of why I have an email stating that my item was covered for $and I would receive a check in the mail for this amount within seven days and then you never followed throughI am very disappointed in the customer service provided by this company and would never recommend it to anyone elseIt's bad business to state that an item is reimbursable up to a certain amount and then when it comes time to pay out the amount; falter on what you agreedSituations like these are what give warranties/insurance a bad nameThe customer service rep I spoke with stated that it was the computers fault but don't human's control computers? I am confused Final Business Response / [redacted] (4000, 9, 2014/03/27) */ Hi [redacted] , As you've stated, one of our agents had already explained to you that it is a computer error You're asking for more money than you paid for you tablet, and unfortunately, that's not what a warranty doesYou paid us to protect your tablet against damage and defectsThat's what we did You qualify for a full reimbursement for the cost of your tablet and we've done thisWe do not offer compensation for the cost of the warranty you paid, thoughThat is what allows us to provide repairs and payouts Thank you, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess what this amounts to is an issue of integrityWhen your company puts it in writing that an item is warrantied for a certain amount of money to a customer and even tells them the check is in the mail for that amount, I feel it is your responsibility to stand by your wordUnfortunately I have a very disappointed year old little boyWe had already began to shop for the new tablet to replace the old one once I received confirmation from you all on the check amountHe still has yet to get another tablet because it was a birthday gift and now I do not have the money it will cost to replace the tablet when you factor in taxes and a new warrantyI am sure a $payout is nothing to a company but it is the little things like customer loyalty that will build a solid businessI appreciate all of your replies, but unfortunately I will never use or recommend anyone else to use this company in the future, since they will not stand by their word, and will blame their not paying the customer on a "computer error"
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the systems issues we had while you calledWe generally get those types of issues resolved in a day or two, definitely not weeksI apologize you were misinformedI've provided feedback for to that agent's supervisor I also apologize for the delay in shipping that box to youI've referred the issue with the box resend to our systems manager for review, we should never have shipping be such a bottleneck to the processI'll make sure this case is reviewed with our repair depot to prevent this from happening in the future I've tried calling you to help you get a quicker resolution, but it looks like you listed the incorrect phone number? I was able to contact your relative, whose number is in our system, and was able to offer him a quicker resolutionHe told me he'll relay all of this to youIf you have any issues, or questions, please do not hesitate to contact me directly [redacted] @squaretrade.com Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was helped by [redacted] immediately after opening the caseI appreciate the resolution he offered and his understanding Squaretrade will be refunding both the laptop and the warranty
Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I am so sorry for the hassle on this claimI am going to make sure to forward this case to our mobile team for review for process improvements I have just spoken to [redacted] the supervisor who assists with our Costco members and she tells me she had arranged to have a replacement phone and battery shipped to you You should be all setIf not, please contact me or Liz and we'll do our best to assist youYou can reach me at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a week of constant hassle with SquareTrade, they DID ultimately come through with a replacement phoneSquareTrade also *finally [redacted] provided excellent follow through and I am satisfied with the resolution to the matter I am sorry that I had to resort to contacting the Revdex.com Thank you SquareTrade for doing the right thing
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ We are sorry the consumer had an issue with their device In this case the consumer is correct and we agree that our no lemon policy does apply We will be reimbursing the customer the purchase price of the item in payments Also we did not repair the unit within the guaranteed timeWe will be refunding the customer the purchase price of the warranty as well Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
When the computer was returned after repair the Windows 10, Microsoft Student Office and e-mail software was all deletedThe computer was sent to their after the [redacted] techstaff detected a possible problem with the computer fan and batteryAfter much effort from the local [redacted] Tech.Staff and the undersigned, the Windows was reinstalledSquare Deal refused to re-install the Microsoft Student OfficeI was never advised nor was it in the literature I received when I purchased the warrant that it was the policy of Square Deal to re-set the computer to it's original default settingThe service representative at Square Deal never advised me of their intent to delete all my previously loaded software when I filed the claim Also, I and the Staples staff spent hours trying to contact Square dealIn one case, when I was advised of a minute call back, I was called by their techsupport at 10:pm more than four hours after I called At the very least their business practices are deceptive, and communication horrible
Initial Business Response / [redacted] (1000, 5, 2014/05/09) */ Hi ***, I am [redacted] ***, the resolution manager at SquareTrade I am sorry for the error on our part in this caseIn reviewing your complaint,I think what might have cause this error was when we sent you a second shipping label to retrieve your original phone The claim was linked to the tracking number on the first labelWhen you sent your phone in to our depot using the second label, it was never tagged as being receivedThis is obviously a gap in our processI am going to have our mobile manager review this process for improvement going forward We have refunded this charge back to your account on 5/2/You should see it in your bank account at this pointI understand that you had incurred some bank charges due to our mistakeIf you can email documentation of this to me at [redacted] @squaretrade.com, I would like to cover those fees for you I look forward to hearing from you Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTradeI am sorry for the delayed response on this caseI was doublechecking with our repair shop on this case and had been awaiting their response I apologize for the way the unit was sent back to youThe depot's explanation is that since the unit was not repairable, they felt it was not necessary to replace the screws in case you needed to verify the condition of the unitIf you wish, I can provide free shipping to have it sent back for a tech to replace the screws for you Unfortunately, we will not be repairing this unit because there is evidence of liquid damage in the unit and that is not covered under our warrantyIf you want to ship it back to us, please let me know and [redacted] @squaretrade.com and I'll request a shipping kit for you Regards, [redacted] ***
We are sorry for any issues the consumer had with their deviceLooking into the consumer's account, they called in on [redacted] to file a claim on their [redacted] Claims filed on [redacted] through SquareTrade are handled directly by [redacted] team When the consumer filed their claim they were transferred directly to [redacted] team so they could complete the claim process Currently, the consumer needs to follow up with the re-seller as they have taken over the claim process We have sent the consumer an email with [redacted] team contact information
I threw my money away on a year warranty for my new cell phone Within months the phone started to go crazy and would rapidly open one app after another randomly and usually end up with the camera turned on I tried to file a claim online but the form would not let me continue because they didn't have my brand of phone listed and there was no way to type in my brand I tried calling but every time you call you get the same message that they are overwhelmed with calls and they offer to take your number and call you back without losing your place I tried that and waited all day with no call back The next day I tried again and got the same response This time I got a call back in about hours I got no help at all from the agent I spoke to First he didn't like the way I sent in the receipt so he wouldn't accept it Then he insisted that I reset the phone and lose all my information and then call back again and go through that same process all over again They just look for any excuse to not pay a claim by wearing you down I will never do business with this company again
Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ Hi [redacted] , I am [redacted] the Resolution Manager at SquareTrade I am sorry for the delay on this paymentWhile checking into your case, it looks like you've also been in contact with one of our social media specialists, [redacted] and she's made an expedited payment for your last tablet You should be resolved at this point, but if there's anything else we can do for you, please do not hesitate to contact me or [redacted] ; we'll be happy to assist Regards, [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted to resolve the claimOur records determined the consumer purchased a plan that does not cover Accidental Damage from HandlingWe are requesting pictures in order to determine the type of damage sustained to the device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I have sent pictures twice and I never heard backActually I was ignored when I emailed for updates hence the reason I am filling the complaintThe issue is not with coverage it is with a manufacturer flaw on the SThere is a lot of documentation on it Final Business Response / [redacted] (4000, 9, 2015/12/24) */ We have requested the consumer send pictures of the crack in the phone to verify the damageOnce the damage has been evaluated we can move forward with an appropriate resolution Final Consumer Response / [redacted] (4200, 11, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have already done this twice before with no responseAlso asked for follow ups and was ignored
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer's device failed According to our records the device had just two claims placed against it As per our Terms and Conditions the no lemon policy is in affect when the device has the same issue due to a manufacturer's defect and repaired three times within one yearThe fourth failure would result in a payoutThis is not the case in this instanceThe last failure, although the symptoms seemed to be the same, was caused by liquid exposureThis was proven by the liquid exposure indicators in the deviceAlso it was filed more than a year after the first claim Our policy is toward failed repairs is that the consumer has days to report a problemThe last repair was completed the beginning of FebruaryIt is now well over that day periodThe consumer could not file a new claim as the warranty expired prior to the last repair, in January Regrettably we will not be able to further assist the consumer at this point
Initial Business Response / [redacted] (1000, 5, 2014/07/25) */ Hi [redacted] , This is [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delayI wanted to investigate the issue and speak with you before replying here, so thank you for speaking with me and being so flexible on this case I found out that our processing depot had made a mistake and somehow crossed your claim with another customer's accountThey were working on your claim as if it was already in progress, rather than still pending a shipping kitI'm forwarding this to our service manager to reviewThis is a rare error, but obviously, the delay it caused is extreme and we want to make sure it won't happen again As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warrantyThe check for the refund and the payout through PayPal for your computer will both get to you next week Please let me know if you need anything else Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is obviously a reasonable resolution Thanks Consumer Response / [redacted] (3000, 12, 2014/09/29) */ We still haven't received the refund for the subscription as promisedAgain it has been another months Business Response / [redacted] (4000, 14, 2014/10/01) */ We are sorry the customer had this experienceThere was an error on the part of our systems that sent out the box to another customer for a different claimWe have since apologized to the customer and have given the customer a full payout so they can purchase a replacement unit Consumer Response / [redacted] (4200, 18, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still owe us $per [redacted] response on July 25th, "As we discussed, I'm going to get you cashed out on your laptop as well as get you a full refund on your warranty." We were told that a different check will be processed for $as a full refund on the warranty subscriptionWhy would they promise something they cannot do? Apparently, closing the complaint was a mistake We are still waiting for the I quote Charlie Munger "Good businesses are ethical businessesA business model that relies on trickery is doomed to fail."
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with their device We were waiting for the receipt of purchase of the device in order to process the claimThe receipt was sent to us but it was not processed correctlyWe are addressing this issue by having additional training for our specialists We have processed the claim and the consumer should have the reimbursement in - business daysDue to the delays we are refunding the consumer the cost of the warrantyThey should receive that payment also in - business days We have left messages for the consumer and emailed them to let them know how we are processing the payment for their claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never left any messagesThey did email me asking for the receipt which I sent to themI'm asking that they send me some type of gift card for all this back and forth and horrible custumer service I've been receivingIve received the check for the tablet but not the warranty, they told me I would receive a refund for that alsoI called yesterday 9/28/and the rep that tried to help me had no clue and stated "we dont refund warranties"This Square Trade company really need to get it together, I am a very dissatisfied customer! Final Business Response / [redacted] (4000, 9, 2015/10/09) */ According to our records the payment was processed two weeks ago and the consumer should have received it by nowIf they have not they need to contact us so we can reprocess the paymentWe have tried to call the number on the complaint numerous times, the call is answered but no one was on the phone and we were unable to leave a message Final Consumer Response / [redacted] (2000, 11, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this claimFrom our notes here, it looks like one of our managers, ***, has helped you process a reimbursement for a brand new phone The check is in process and you should have it by next week Please let us know if you need anything else, OK? Regards, ***
We are sorry for any issues the consumer had with their deviceAccording to the consumers warranty contract, SquareTrade will, "replace your product with a product of like, kind, quality and functionality." Our replacement team looks at a consumers TV specifications when selecting a replacement model Once a replacement model has been selected the consumer is sent an offer that must be confirmed before a TV will be purchased and shippedThe consumer confirmed the replacement before it was orderedAs it turns out, we would not be able to provide an exchange