Square Trade couldn't have messed up my warranty claim any worse I filed a claim three weeks ago and was told to wait an hour to learn a response After two hours I called and was told to wait another hour Finally after three hours I was told that I would receive a check in days, followed by an email day later confirming that message days later I called again to ask where was my checkThere first response was to ask if I filed the claim properly I reference the email confirmation I was then told to wait a few more days Finally yesterday I got an email telling me my check was cancelled and they will mail a new one Today I received that check In addition to that fiasco, My warranty told me I would recieve a Staples Gift card, not a cjheck I am now three weeks without a printer!!!
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursedThought the warranty is expired we will still honor the active claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseHow do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptableI appreciate your cooperationWhich places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ Hi ***, I am [redacted] the resolution manager at SquareTrade I am sorry for the confusion on this, but our relationship with the manufacturer is clearly defined on our contract and on our product page on AmazonIn fact, if you look at the product details on Amazon, there is even a graphical display for this Reference to the warranty you purchased: http://www.amazon.com/gp [redacted] Midway down this page, you'll see the graphic for this And in the section titled "Things to Know" one of bullet points states: "Your plan begins on the date you purchased your item and is inclusive of the manufacturer's warranty periodIf you have an issue and are covered by the manufacturer during that time, you'll be directed to the manufacturer first." In cases where the manufacturer is not able to assist you, we can still [redacted] in, but our first [redacted] is to refer you to the manufacturer As you can see, this is all fully disclosed prior to your purchasePlease contact us if you have any other questions or concerns Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to see if he can find the transaction Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/12) */ It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/08/17) */ Please close this case THANK YOU
Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ We apologize that the consumer experienced issues with their deviceThe consumer has been in correspondence with a resolution specialist and we are currently awaiting a response to move forward Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) UNSATISFACTORY: The business apologized for the issue via a recorded voicemail message and has promised a check will be issued to me without additional unnecessary delaysIt has been a week since they claim the payment was processed; yet, I've received nothingI continue to await repair, despite many, many emails, promises, and web notifications of a payoutThis is the final strawThe only way to make an impact on this company is to make it painful for them-- and I intend to do just that Final Business Response / [redacted] (4000, 9, 2015/12/17) */ The consumer's payout was processed on 12/16/2015, the funds should be received in 7-business days Final Consumer Response / [redacted] (2000, 11, 2016/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company provided notifications of payout three timesThe payment was received however I recommend that you avoid this company in the future
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at Squaretrade I am sorry for the complications on this claimWe will pursue the matter with Fedex and will get a reimbursement for you to buy another phone If you have any questions or concerns, please contact us Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry the consumer had issues with their device Our procedure is to have verification from the repair shop of what works needs to be doneThis is the work order that we were requesting Since the consumer was not told he needed to have the work order and the shop was not able to provide it we made an exception and reimbursed the consumer
Initial Business Response / [redacted] (1000, 6, 2014/10/01) */ We are sorry the customer experienced the delay of the repairWe cannot control the availability of parts and the estimated delivery dates of those parts as we are told by the depotWe have refunded the warranty price to the customer as per our 5-day repair guaranteeThe unit is repaired and in route to the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to find the practices of this company very darkI did get the computer back however, upon inspecting the hardware and software of the PC I find that the Serial Number of the PC is not that of my damaged PCMoreover the Windows Key of the "repaired" laptop is different than my original laptop Square Trade returned me a different laptopWhen all this time they kept claiming they were waiting on "parts"I'd not do business with this company -- company that misstates and lies about the facts Final Business Response / [redacted] (4000, 11, 2014/10/14) */ We are sorry the consumer had so many delays in their repair The agents that were asked about the status of the repair were giving information based on information posted on the claim that the repair depot is getting from their suppliersThe suppliers where changing the status of the parts dailyWe cannot control what information and when the suppliers give the depot the information We have a day guarantee that states once the unit is at the depot we will have it repaired within days or we will refund the warranty priceWe did refund the warranty price to the consumer as the repair exceeded days The repair did take too long and we paid the consumer the price they paid for the unit to resolve the claim
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device As per our repair guarantee, if a device is not repaired within business days we will reimburse the consumer the price of the warrantyThe repair exceeded the days and we have reimbursed the consumer the price of the warranty The other area the consumer was concerned with is the lack of updates in regard to their claimWe are looking to improve the communications with the consumers that have a device in for repairCurrently we only inform the consumer when we receive the unit, when we start repair and when we send the unit back from repairAny updates in regards to delays because of parts availability are not automatic and do require the consumer to contact usIn this case not only did the glass need to be replaced but the touchscreen digitizer as wellThe ordering and getting the proper part contributed to the delayWe are hoping to change this for the consumer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] from the Resolution team of SquareTrade contacted me and kept me informed until the issue was resolvedThe tablet was finally repaired, and I received it on May I'm pleased with the repair jobThey apologized for the delay in repair and lack of communications during this process, and also they did a full refund of the protection plan because the repair exceeded their day guarantee
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We are sorry the consumer experienced these delays When we send replacement phones we only send the phone itselfThat was not explained to the consumer but the phone that was send still had a broken partWhen the rework was processed it was processed incorrectly and only a charger was sent, this was in no way the fault of the consumer but our internal systems We have since purchased a replacement phone and it was deliveredWe understand that the replacement phone is operating properly Due to the bad experience the consumer had, and our willingness to make things better, we are refunding the deductible as well as the warranty price Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complaint has been resolved to my satisfaction
Horrible customer serviceCharged our credit card $and it has been a nightmare to resolve this issueDespite several attempts, the reps keep going back and forth and finally we get disconnected and no one calls back or email us although they have our contact info It is a rip off
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ We are sorry the consumer did not purchase the correct warranty The warranty was purchased online by the consumer following the directions given to them based on the links of the web page where the unit was purchased Because the process is not clear SquareTrade is going to make a one-time exception, honor the warranty and pay the consumer outWe have contacted the consumer and made them aware of it Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] C of Square Trade called me and actually understood the problem and frustration of the situationTo make things fast and easier on me, they paid out the claim, something I was not asking forThey paid out quickly and followed up on this by at least one other person to make sure it was taken care of
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had issues with filing their claim We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly basis We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally We have emailed the customer this offer and are waiting their response
Initial Business Response / [redacted] (1000, 8, 2015/10/16) */ We are sorry the consumer had an issue with their phone According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer locationThough his account was temporarily suspended for nonpayment we'd be [redacted] to move forward with his claim The consumer has been contacted by email and phone but we have not received a response yet Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call back on 10/16/and the merchant left a messagei returned the call on 10/17/and left a messageno call back was giveni called again on 10/28/and have not received a message back I have not received any email from the merchant regarding this if I was to consider the option, I do not have any communication with them I understand my account is temporarily suspended, but I can not justify paying for something that I am not being able to use I was instructed to send pictures of the phone and I didi never received a response back from the merchant, so how can I continue to pay for something when I am being ignored and it is not being resolved? I would be [redacted] to discuss this further, but can not get any response from the merchant if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this Final Business Response / [redacted] (4000, 14, 2015/10/30) */ The consumer has been presented with a resolution via email to resolve his current complaint We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response
Initial Business Response / [redacted] (1000, 5, 2014/10/02) */ We are sorry for the customer's experience but the phone was a refurbished phone and we cannot sell warranties through our direct channel for refurbished phoneWe have refunded the customer's warranty price and the deductible that they paid for the claim that was filed by mistake Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the businessUnfortunately, this response leaves out two key facts in my asking for reimbursementI sent in my receipt for my iphone and my warranty was approvedPlease refer to the attached contract which shows the coverage start date of 9/18/If the phone I purchased was indeed refurbished, the company should have denied my warranty once they received my receipt for the phoneHowever, this did not occurAdditionally, the Sqauretrade website, refer to http://www.squaretrade.com/promise, in their "PROMISE" to their customers states: TO BE THERE WHEN YOU NEED US: Every time you call SquareTrade, you'll talk with a real person who's empowered to make decisions." I called squaretrade on September 24, to file a claim on my warrantyThe claim was promptly approvedI then made an appointment at a genius bar to receive a new phone which Squaretrade told me I would be reimbursed the costAfter going to the genius bar, purchasing the phone, hours later Squaretrade called me to tell me my warranty was not validIf the company empowers their employees to "make decisions" then they should stand by those employees when they make an incorrect decision and provide the appropriate outcomeI have attached the email I received from squaretrade authorizing the purchase of a new phone Final Business Response / [redacted] (4000, 12, 2014/10/30) */ We are sorry the consumer had this misunderstanding regarding what the warranty Terms and Conditions areSquareTrade does not sell warranties from the website for refurbished items and the phone the customer acquired and purchased a warranty for is a refurbished phoneDue to the fact that the claim was approved we will be reimbursing the customer the $that the consumer is requestingHowever we will not honor any warranties sold on the website for items that are not new, as defined as having a one year warranty from the manufacturer Final Consumer Response / [redacted] (2000, 14, 2014/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolution
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had this kind of experience with SquareTradeUpon review we discovered that the customer was correctWe reimbursed the customer the warranty price as well as the price of the covered item
Initial Business Response / [redacted] (1000, 5, 2014/10/23) */ We are sorry the consumer had delays in her paymentThese types of delays are not normally what happens in a payout We have escalated the case and will expedite the check We are reviewing our agents procedureAt no time should any of our agents ask for a SSNWe may ask for account numbers to be able to expedite payment, but that would not be done by an agent, only a manager We are addressing the training of our agents and how they take care of certain issues We also appreciate our customer's input so that we can improve our customer's experience
Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the hassle you've had on this caseI'll take care of this case for you The deductible amount was set up incorrectlyYour warranty was not set up correctly, which was why we needed Sam's to send in your purchase informationWhen we created it, we set you up with the deductible for our current contracts, not the $you were supposed to be set up withI'll have our systems people adjust this I've refunded your deductible as an apology for thisPlease check your credit card in a few days for it I do see that the phone was delivered on Saturday as promisedPlease let me know if you're having any issues with itI'll do my best to fix any problems you have with it Regards, [redacted] ***
After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of [redacted] from the re-sellerThe payout amount for the claim should have been [redacted] but it appears the consumer was sent an alternate amount in errorWe decided to honor what we had sent and processed a secondary amount for the [redacted] Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional [redacted] being issuedCurrently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken
Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ We are sorry the consumer had an issue with their device As per our Terms and Conditions any issue occurring within the first days is not covered by the SquareTrade warrantyThe consumer stated in the claim that "The TV had problems almost from the start" Now they stated that the screen is cracked and we have no warranties that cover accidental damage on a TV Based on the fact that the warranty was not what the consumer expected we will refund the consumer the full price of the warranty, $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business resolved matter in a timely and fair fashionI'm very pleased and now promote their services and recommend them
Square Trade couldn't have messed up my warranty claim any worse I filed a claim three weeks ago and was told to wait an hour to learn a response After two hours I called and was told to wait another hour Finally after three hours I was told that I would receive a check in days, followed by an email day later confirming that message days later I called again to ask where was my checkThere first response was to ask if I filed the claim properly I reference the email confirmation I was then told to wait a few more days Finally yesterday I got an email telling me my check was cancelled and they will mail a new one Today I received that check In addition to that fiasco, My warranty told me I would recieve a Staples Gift card, not a cjheck I am now three weeks without a printer!!!
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their deviceOur records indicate the consumer's claim has been approved for local repair and once we receive the invoice the consumer will be reimbursedThought the warranty is expired we will still honor the active claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseHow do I know which shop to bring my computer in to? I was never informed where to bring it in, or which shops would be acceptableI appreciate your cooperationWhich places are covered? Also, how will I ensure that I get a refund for the repairs done? Thank you!
Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ Hi ***, I am [redacted] the resolution manager at SquareTrade I am sorry for the confusion on this, but our relationship with the manufacturer is clearly defined on our contract and on our product page on AmazonIn fact, if you look at the product details on Amazon, there is even a graphical display for this Reference to the warranty you purchased: http://www.amazon.com/gp [redacted] Midway down this page, you'll see the graphic for this And in the section titled "Things to Know" one of bullet points states: "Your plan begins on the date you purchased your item and is inclusive of the manufacturer's warranty periodIf you have an issue and are covered by the manufacturer during that time, you'll be directed to the manufacturer first." In cases where the manufacturer is not able to assist you, we can still [redacted] in, but our first [redacted] is to refer you to the manufacturer As you can see, this is all fully disclosed prior to your purchasePlease contact us if you have any other questions or concerns Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We do not know why the consumer has not received his paymentWe have a transaction number that shows the account was verified and the transaction completed in FebruaryWe have emailed the consumer and asked him to look through his history to see if he can find the transaction Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/12) */ It is 8/12/2015,I juust got off the phone with square trade and come to find out they made a mistack about a different claim I put in 2/which I was paidThey said they were going to FedX a check to me today THANK YOU [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/08/17) */ Please close this case THANK YOU
Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ We apologize that the consumer experienced issues with their deviceThe consumer has been in correspondence with a resolution specialist and we are currently awaiting a response to move forward Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) UNSATISFACTORY: The business apologized for the issue via a recorded voicemail message and has promised a check will be issued to me without additional unnecessary delaysIt has been a week since they claim the payment was processed; yet, I've received nothingI continue to await repair, despite many, many emails, promises, and web notifications of a payoutThis is the final strawThe only way to make an impact on this company is to make it painful for them-- and I intend to do just that Final Business Response / [redacted] (4000, 9, 2015/12/17) */ The consumer's payout was processed on 12/16/2015, the funds should be received in 7-business days Final Consumer Response / [redacted] (2000, 11, 2016/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company provided notifications of payout three timesThe payment was received however I recommend that you avoid this company in the future
Initial Business Response / [redacted] (1000, 5, 2014/09/10) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at Squaretrade I am sorry for the complications on this claimWe will pursue the matter with Fedex and will get a reimbursement for you to buy another phone If you have any questions or concerns, please contact us Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We are sorry the consumer had issues with their device Our procedure is to have verification from the repair shop of what works needs to be doneThis is the work order that we were requesting Since the consumer was not told he needed to have the work order and the shop was not able to provide it we made an exception and reimbursed the consumer
Initial Business Response / [redacted] (1000, 6, 2014/10/01) */ We are sorry the customer experienced the delay of the repairWe cannot control the availability of parts and the estimated delivery dates of those parts as we are told by the depotWe have refunded the warranty price to the customer as per our 5-day repair guaranteeThe unit is repaired and in route to the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to find the practices of this company very darkI did get the computer back however, upon inspecting the hardware and software of the PC I find that the Serial Number of the PC is not that of my damaged PCMoreover the Windows Key of the "repaired" laptop is different than my original laptop Square Trade returned me a different laptopWhen all this time they kept claiming they were waiting on "parts"I'd not do business with this company -- company that misstates and lies about the facts Final Business Response / [redacted] (4000, 11, 2014/10/14) */ We are sorry the consumer had so many delays in their repair The agents that were asked about the status of the repair were giving information based on information posted on the claim that the repair depot is getting from their suppliersThe suppliers where changing the status of the parts dailyWe cannot control what information and when the suppliers give the depot the information We have a day guarantee that states once the unit is at the depot we will have it repaired within days or we will refund the warranty priceWe did refund the warranty price to the consumer as the repair exceeded days The repair did take too long and we paid the consumer the price they paid for the unit to resolve the claim
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device As per our repair guarantee, if a device is not repaired within business days we will reimburse the consumer the price of the warrantyThe repair exceeded the days and we have reimbursed the consumer the price of the warranty The other area the consumer was concerned with is the lack of updates in regard to their claimWe are looking to improve the communications with the consumers that have a device in for repairCurrently we only inform the consumer when we receive the unit, when we start repair and when we send the unit back from repairAny updates in regards to delays because of parts availability are not automatic and do require the consumer to contact usIn this case not only did the glass need to be replaced but the touchscreen digitizer as wellThe ordering and getting the proper part contributed to the delayWe are hoping to change this for the consumer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] from the Resolution team of SquareTrade contacted me and kept me informed until the issue was resolvedThe tablet was finally repaired, and I received it on May I'm pleased with the repair jobThey apologized for the delay in repair and lack of communications during this process, and also they did a full refund of the protection plan because the repair exceeded their day guarantee
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We are sorry the consumer experienced these delays When we send replacement phones we only send the phone itselfThat was not explained to the consumer but the phone that was send still had a broken partWhen the rework was processed it was processed incorrectly and only a charger was sent, this was in no way the fault of the consumer but our internal systems We have since purchased a replacement phone and it was deliveredWe understand that the replacement phone is operating properly Due to the bad experience the consumer had, and our willingness to make things better, we are refunding the deductible as well as the warranty price Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complaint has been resolved to my satisfaction
Horrible customer serviceCharged our credit card $and it has been a nightmare to resolve this issueDespite several attempts, the reps keep going back and forth and finally we get disconnected and no one calls back or email us although they have our contact info It is a rip off
Initial Business Response / [redacted] (1000, 5, 2015/04/07) */ We are sorry the consumer did not purchase the correct warranty The warranty was purchased online by the consumer following the directions given to them based on the links of the web page where the unit was purchased Because the process is not clear SquareTrade is going to make a one-time exception, honor the warranty and pay the consumer outWe have contacted the consumer and made them aware of it Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] C of Square Trade called me and actually understood the problem and frustration of the situationTo make things fast and easier on me, they paid out the claim, something I was not asking forThey paid out quickly and followed up on this by at least one other person to make sure it was taken care of
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We are sorry the consumer had issues with filing their claim We do require the proof of purchase be on file within days to make the warranty validThe consumer assumed that all was well as he was being charged for the warranty on a monthly basis We are refunding the consumer what he has paid for the warranty up to the cancellation and will authorize a local repair that we will reimburse fully, minus $that they would have to pay to file a claim normally We have emailed the customer this offer and are waiting their response
Initial Business Response / [redacted] (1000, 8, 2015/10/16) */ We are sorry the consumer had an issue with their phone According to the notes within our system, we offered to reimburse the consumer for an exchange of the same phone at a retailer locationThough his account was temporarily suspended for nonpayment we'd be [redacted] to move forward with his claim The consumer has been contacted by email and phone but we have not received a response yet Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call back on 10/16/and the merchant left a messagei returned the call on 10/17/and left a messageno call back was giveni called again on 10/28/and have not received a message back I have not received any email from the merchant regarding this if I was to consider the option, I do not have any communication with them I understand my account is temporarily suspended, but I can not justify paying for something that I am not being able to use I was instructed to send pictures of the phone and I didi never received a response back from the merchant, so how can I continue to pay for something when I am being ignored and it is not being resolved? I would be [redacted] to discuss this further, but can not get any response from the merchant if they want to email me, they have my address and can easily reach out to me so we can come to a mutual resolution on this Final Business Response / [redacted] (4000, 14, 2015/10/30) */ The consumer has been presented with a resolution via email to resolve his current complaint We have contacted the consumer on three separate occasions by email and phone but we have yet to get a response
Initial Business Response / [redacted] (1000, 5, 2014/10/02) */ We are sorry for the customer's experience but the phone was a refurbished phone and we cannot sell warranties through our direct channel for refurbished phoneWe have refunded the customer's warranty price and the deductible that they paid for the claim that was filed by mistake Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the businessUnfortunately, this response leaves out two key facts in my asking for reimbursementI sent in my receipt for my iphone and my warranty was approvedPlease refer to the attached contract which shows the coverage start date of 9/18/If the phone I purchased was indeed refurbished, the company should have denied my warranty once they received my receipt for the phoneHowever, this did not occurAdditionally, the Sqauretrade website, refer to http://www.squaretrade.com/promise, in their "PROMISE" to their customers states: TO BE THERE WHEN YOU NEED US: Every time you call SquareTrade, you'll talk with a real person who's empowered to make decisions." I called squaretrade on September 24, to file a claim on my warrantyThe claim was promptly approvedI then made an appointment at a genius bar to receive a new phone which Squaretrade told me I would be reimbursed the costAfter going to the genius bar, purchasing the phone, hours later Squaretrade called me to tell me my warranty was not validIf the company empowers their employees to "make decisions" then they should stand by those employees when they make an incorrect decision and provide the appropriate outcomeI have attached the email I received from squaretrade authorizing the purchase of a new phone Final Business Response / [redacted] (4000, 12, 2014/10/30) */ We are sorry the consumer had this misunderstanding regarding what the warranty Terms and Conditions areSquareTrade does not sell warranties from the website for refurbished items and the phone the customer acquired and purchased a warranty for is a refurbished phoneDue to the fact that the claim was approved we will be reimbursing the customer the $that the consumer is requestingHowever we will not honor any warranties sold on the website for items that are not new, as defined as having a one year warranty from the manufacturer Final Consumer Response / [redacted] (2000, 14, 2014/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolution
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry the customer had this kind of experience with SquareTradeUpon review we discovered that the customer was correctWe reimbursed the customer the warranty price as well as the price of the covered item
Initial Business Response / [redacted] (1000, 5, 2014/10/23) */ We are sorry the consumer had delays in her paymentThese types of delays are not normally what happens in a payout We have escalated the case and will expedite the check We are reviewing our agents procedureAt no time should any of our agents ask for a SSNWe may ask for account numbers to be able to expedite payment, but that would not be done by an agent, only a manager We are addressing the training of our agents and how they take care of certain issues We also appreciate our customer's input so that we can improve our customer's experience
Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ Contact Name and Title: [redacted] ***, Resolution Mgr Contact Email: [redacted] @squaretrade.com Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the hassle you've had on this caseI'll take care of this case for you The deductible amount was set up incorrectlyYour warranty was not set up correctly, which was why we needed Sam's to send in your purchase informationWhen we created it, we set you up with the deductible for our current contracts, not the $you were supposed to be set up withI'll have our systems people adjust this I've refunded your deductible as an apology for thisPlease check your credit card in a few days for it I do see that the phone was delivered on Saturday as promisedPlease let me know if you're having any issues with itI'll do my best to fix any problems you have with it Regards, [redacted] ***
After reviewing the account we are showing that the consumer purchased a refurbished device and warranty that has a cap amount of [redacted] from the re-sellerThe payout amount for the claim should have been [redacted] but it appears the consumer was sent an alternate amount in errorWe decided to honor what we had sent and processed a secondary amount for the [redacted] Squaretrade proceeded to refund the warranty cost after we satisfied the contract resulting an additional [redacted] being issuedCurrently we have reimbursed the consumer above and beyond the amount guaranteed by the contract and no further action will be taken
Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ We are sorry the consumer had an issue with their device As per our Terms and Conditions any issue occurring within the first days is not covered by the SquareTrade warrantyThe consumer stated in the claim that "The TV had problems almost from the start" Now they stated that the screen is cracked and we have no warranties that cover accidental damage on a TV Based on the fact that the warranty was not what the consumer expected we will refund the consumer the full price of the warranty, $ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business resolved matter in a timely and fair fashionI'm very pleased and now promote their services and recommend them