Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with their device We do offer a refund if the device is not repaired within the day guaranteeThe refund is for the price of the warranty, not the item being repaired In this case the consumer was reimbursed the full price of the value of the unit plus an additional amount to cover the cost to cover the higher price replacement unit the manufacturer provided because the original unit had failed under the manufacturer's warranty As per our Guarantee the consumer is entitled to a refund of the warranty as wellWe will be sending a check to the consumer in the amount of the warranty priceThey should receive the check in - business days We have emailed the consumer to let them know that they will receive a refund
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device We offer warranties with Accidental Damage from Handling and Standard warranties with no ADHOur records indicate the consumer purchased the warranty from a reseller with no ADH We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ We apologize for the issue the consumer experienced with their device Per the Terms & Conditions we do not cover lost, stolen, or irretrievable itemsThe consumer has been refunded in full for the warranty price Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/01) */ Final Business Response / [redacted] (4000, 14, 2016/03/06) */ The consumer agreed to the Terms and Conditions when the warranty was purchasedThe Terms and Conditions state we do not cover lost and stolen itemsWe also reserve the right to cancel a warranty if our terms are not metWe initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable)We have contacted the reseller and confirmed that the consumer requested to not be refundedRefusal of the refund per the consumer does not reinstate the warrantyThe consumer's warranty still remains cancelledAt any time the consumer can accept the refund from the reseller Final Consumer Response / [redacted] (4200, 16, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated numerous times, I called for clarification of your warranty on and spoke to KathyHer explanation of the warranty terms differ from yoursIronically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone callsI also have asked for clarification on how much of the drone you need backI also have years on the policy to look for the droneWhy you state that you have the right to cancel the warranty is rediculous It is clear that you will do anything you can to not pay out on a warranty claimYour company is nightmare to work withYour company clearly does not value your customers nor does your company put your customers first
Initial Business Response / [redacted] (1000, 8, 2014/10/07) */ We are sorry the customer experienced such a long delay in receiving the paymentWe are resubmitting the payment request to get the customer reimbursed as soon as possible
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ We are sorry the customer had issues with their laptopAs per our Terms and Conditions if the unit fails for the same reason within days we will attempt a repair or offer a full refundThe consumer reported the issue beyond the daysWe are, however, willing to make an exception for the consumer in this case and will contact them to arrange for an appropriate payout
Initial Business Response / [redacted] (4000, 12, 2014/02/27) */ Hi ***, I am [redacted] the resolution manager at SquareTradeI'm so sorry for all the delay on this claimThis unit was apparently lost at our repair depot I am glad that [redacted] was able to get this resolved and moved to a reimbursement for youOur contract doesn't allow us to cover tax on items purchased, but I think just due to the delay and all this hassle, I'll cover you for the tax too, out of our exceptions fundI'll ask one of our agents to get this resolved for you Regards, [redacted] Final Consumer Response / [redacted] (2000, 14, 2014/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you for the follow-upI am disappointed I had to file a complaint to get resolution, but thank you
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We apologize that the consumer had issues with their device Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times We have communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved
Initial Business Response / [redacted] (1000, 14, 2014/07/22) */ Hi [redacted] I am [redacted] ***, the Resolution Manager at SquareTrade Thank you so much for speaking with me todayI am so sorry for the back and forth on thisAs we discussed, once you performed the hard reset, and the issue was still there, we should have taken it in as a hardware issueI'll address this with the agent you spoke with as a training opportunity I'm glad the QVC was able to make it right for you, but I'm going to be following up with them to make sure we cover their costs for your refundI'll also be sending a refund of the warranty money back to [redacted] so you'll be completely set on this claim If you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 16, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer had a delay in reimbursement We require a receipt showing that the repair was paid forWe spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment madeBased on that receipt we are going to reimburse the consumer the repair costs of The consumer did produce another receipt that clearly showed the paymentIt was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their account Our system just sends one email to the consumer to alert them on a billing failureThe consumer then has to update the billing, even if it is they just need to update the expiration dateUnfortunately the consumer did not receive the email and was not able to change the billing in timeWe are unable to re-approve a warranty that has been cancelled We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues
Do not buy the warranty as they will find a way not to honor it I made a claim on a TV that suddenly got vertical lines and they said it was impact damage, even after I explained that the TV has never left the stand and had never been impacted, the lines just got progressivly worse untill it was unwatchble, total **
Initial Business Response / [redacted] (1000, 5, 2014/10/29) */ We are sorry the consumer had the bad experienceAs per our Terms and Conditions we cannot reinstate a warranty after the warranty has been canceled unless it is within days of the warranty purchaseThe agent did try to reinstate the warranty and was unable to Due to the poor experience the consumer had and the fact that the consumer is only requesting the fair reimbursement for the repair we will be sending a check to the consumer in the amount of the repair - $The refund of the warranty would be the amount if the consumer cancelled the warranty after the reimbursement of the repair took place We will contact the consumer to let them know how we will resolve this complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from Square Trade is fair and completely satisfies my requestThank you!
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We are sorry the consumer was not able to purchase a warranty As per our Terms and Conditions we can only sell warranties for items purchased within days of when the item was purchasedUnfortunately there is nothing we can offer the consumer for the purchase of the warrantyAs a warranty was not purchased there was nothing to be honored We have addressed the logging of calls to our specialists as this is a training issue that has been addressed Our Specialists are trained to log all calls so that we can document when a consumer calls and whenIn this case our Specialists did not do so and there are no logs for calls the consumer made We have communicated with this consumer to find a resolution that is agreeable, although not a complete payout, to them
I will not do business with Square Trade again - I purchased a protection plan for my Galaxy Note last September Today the phone did not power on for some reason I called Square Trade and they told me to get the phone repair locally and I refused to do so, the fact that they told me if I needed a replacement I would get one After spending over an hours with them on the phone and they told me they would submit a claim to have a new phone ship out the next day, but I have to pay them $deductible first, which I did The following day I received an email below I contacted them, and I was told that the warehouse cannot locate a new phone and therefore they will submit a new claim and send me a full payment for $796, which I refused to accept, I told them I cannot run my business without having the phone for days or more I asked them to cancel my contract and refund my deductible, and told them that I will file a complaints with Costco and Verizon "Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment: Your item will not be returned to youAny data not backed up will be lost Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrad [redacted] "
Initial Business Response / [redacted] (1000, 5, 2014/07/09) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for hassle on this caseFor security reasons, our claim process does require a signature for delivery of your phoneThe typical modern cellphone costs upwards of $600, a signature requirement ensures that should anything happen with your phone in-transit, we're able to escalate with the shipping company to compensate you for the device If no signature is required and the phone was listed as delivered, but was lost or stolen, we would have no recourse against the shipping company But per your insistence, we have redelivered your phone to you with no signature requirement Please let us know if you have any other questions or concerns Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experiencedOur records indicate this complaint is currently being resolved by an resolution specialistThe consumer has been contacted and will reach out to us if there are any additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device The repair that the consumer is referring to was completed over years agoAccording to the user of the iPad the failure only started months agoIf the warranty was still active we would take a claim and have the unit repaired however the warranty had expired a year and a half ago We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept Squaretrade's response for the following reason: The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repairSo, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsApparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claimAnd they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-fundedThis leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customerOf course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below)The manufacturer would also be using OEM partsIn summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverageThe time and aggregation saved alone justifies that costI feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter Original issue: The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless Final Business Response / [redacted] (4000, 9, 2015/09/30) */ We are sorry the consumer had issues with their device The replacement part worked for two years after it was replacedThe manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of days after the repairIn some cases we could make an exception and offer a repair outside those daysIn this case the replacement part failed after two years of working properly If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions There are a number of factors that can make a device failAny warranty would not cover those failures after the warranty has expired We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired Final Consumer Response / [redacted] (4200, 13, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repairThis apprears to be largely due to the use of either inferior parts and/or methods to perform the original repairThe original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurelySo while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsThis seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ We are sorry the consumer had issues with their device Upon further inspection we have found that the specialist was not exactly correct in the issue of softwareThis is the initial reason the claim was not immediately filedThe specialist was willing to try to resolve the issue, but did not make that clear to the consumerAlso in this version of TV the software is firmware on one of the boardsThis would be covered by our warranty We contacted the consumer and let them know we will pay them out on the cost of the TV and due to the poor experience the consumer had we are also refunding the warranty price Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with receiving their reimbursement There are times the companies generating a gift card does not give us a gift card that is functioningThis, however, is no excuse for the poor service the consumer receivedWe are working on improving our customer service and are addressing these issues We processed the payment in another method and, as per the shipping company, the consumer received the payment on May
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The reason we offered a payout is that we did not have the upgraded phone available as promisedThe payout we agreed to was enough to purchase the upgraded phone We were able to reach an agreement with the consumer
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with their device We do offer a refund if the device is not repaired within the day guaranteeThe refund is for the price of the warranty, not the item being repaired In this case the consumer was reimbursed the full price of the value of the unit plus an additional amount to cover the cost to cover the higher price replacement unit the manufacturer provided because the original unit had failed under the manufacturer's warranty As per our Guarantee the consumer is entitled to a refund of the warranty as wellWe will be sending a check to the consumer in the amount of the warranty priceThey should receive the check in - business days We have emailed the consumer to let them know that they will receive a refund
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ We apologize the consumer experienced issues with their device We offer warranties with Accidental Damage from Handling and Standard warranties with no ADHOur records indicate the consumer purchased the warranty from a reseller with no ADH We are requesting the consumer respond with a copy of the receipt confirming the purchase of Accidental Damage from Handling warranty
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ We apologize for the issue the consumer experienced with their device Per the Terms & Conditions we do not cover lost, stolen, or irretrievable itemsThe consumer has been refunded in full for the warranty price Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/01) */ Final Business Response / [redacted] (4000, 14, 2016/03/06) */ The consumer agreed to the Terms and Conditions when the warranty was purchasedThe Terms and Conditions state we do not cover lost and stolen itemsWe also reserve the right to cancel a warranty if our terms are not metWe initiated a refund and cancelled the warranty due to the consumer confirming the device was lost(irretrievable)We have contacted the reseller and confirmed that the consumer requested to not be refundedRefusal of the refund per the consumer does not reinstate the warrantyThe consumer's warranty still remains cancelledAt any time the consumer can accept the refund from the reseller Final Consumer Response / [redacted] (4200, 16, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated numerous times, I called for clarification of your warranty on and spoke to KathyHer explanation of the warranty terms differ from yoursIronically, you are unable to find the call record even after I provided you proof that the call took place, and even though you have repeatedly stated that you record all phone callsI also have asked for clarification on how much of the drone you need backI also have years on the policy to look for the droneWhy you state that you have the right to cancel the warranty is rediculous It is clear that you will do anything you can to not pay out on a warranty claimYour company is nightmare to work withYour company clearly does not value your customers nor does your company put your customers first
Initial Business Response / [redacted] (1000, 8, 2014/10/07) */ We are sorry the customer experienced such a long delay in receiving the paymentWe are resubmitting the payment request to get the customer reimbursed as soon as possible
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ We are sorry the customer had issues with their laptopAs per our Terms and Conditions if the unit fails for the same reason within days we will attempt a repair or offer a full refundThe consumer reported the issue beyond the daysWe are, however, willing to make an exception for the consumer in this case and will contact them to arrange for an appropriate payout
Initial Business Response / [redacted] (4000, 12, 2014/02/27) */ Hi ***, I am [redacted] the resolution manager at SquareTradeI'm so sorry for all the delay on this claimThis unit was apparently lost at our repair depot I am glad that [redacted] was able to get this resolved and moved to a reimbursement for youOur contract doesn't allow us to cover tax on items purchased, but I think just due to the delay and all this hassle, I'll cover you for the tax too, out of our exceptions fundI'll ask one of our agents to get this resolved for you Regards, [redacted] Final Consumer Response / [redacted] (2000, 14, 2014/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you for the follow-upI am disappointed I had to file a complaint to get resolution, but thank you
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ We apologize that the consumer had issues with their device Management has provided additional training to the specialist that originally handled this case to ensure professionalism is maintained at all times We have communicated with this consumer, they confirmed the refund has been received and their concerns have been resolved
Initial Business Response / [redacted] (1000, 14, 2014/07/22) */ Hi [redacted] I am [redacted] ***, the Resolution Manager at SquareTrade Thank you so much for speaking with me todayI am so sorry for the back and forth on thisAs we discussed, once you performed the hard reset, and the issue was still there, we should have taken it in as a hardware issueI'll address this with the agent you spoke with as a training opportunity I'm glad the QVC was able to make it right for you, but I'm going to be following up with them to make sure we cover their costs for your refundI'll also be sending a refund of the warranty money back to [redacted] so you'll be completely set on this claim If you have any questions or concerns, please let me know Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 16, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/07/26) */ We are sorry the consumer had a delay in reimbursement We require a receipt showing that the repair was paid forWe spoke to the consumer and they were able to produce a document that shows there was a repair performed and a payment madeBased on that receipt we are going to reimburse the consumer the repair costs of The consumer did produce another receipt that clearly showed the paymentIt was not needed at this point but SquareTrade greatly appreciates this consumer's effort to help us maintain proper documentation
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ We are sorry the consumer had issues with their account Our system just sends one email to the consumer to alert them on a billing failureThe consumer then has to update the billing, even if it is they just need to update the expiration dateUnfortunately the consumer did not receive the email and was not able to change the billing in timeWe are unable to re-approve a warranty that has been cancelled We have contacted the consumer and are offering a refund of the warranty up to what they have paid or a one-time repair if the phones have issues
Do not buy the warranty as they will find a way not to honor it I made a claim on a TV that suddenly got vertical lines and they said it was impact damage, even after I explained that the TV has never left the stand and had never been impacted, the lines just got progressivly worse untill it was unwatchble, total **
Initial Business Response / [redacted] (1000, 5, 2014/10/29) */ We are sorry the consumer had the bad experienceAs per our Terms and Conditions we cannot reinstate a warranty after the warranty has been canceled unless it is within days of the warranty purchaseThe agent did try to reinstate the warranty and was unable to Due to the poor experience the consumer had and the fact that the consumer is only requesting the fair reimbursement for the repair we will be sending a check to the consumer in the amount of the repair - $The refund of the warranty would be the amount if the consumer cancelled the warranty after the reimbursement of the repair took place We will contact the consumer to let them know how we will resolve this complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from Square Trade is fair and completely satisfies my requestThank you!
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We are sorry the consumer was not able to purchase a warranty As per our Terms and Conditions we can only sell warranties for items purchased within days of when the item was purchasedUnfortunately there is nothing we can offer the consumer for the purchase of the warrantyAs a warranty was not purchased there was nothing to be honored We have addressed the logging of calls to our specialists as this is a training issue that has been addressed Our Specialists are trained to log all calls so that we can document when a consumer calls and whenIn this case our Specialists did not do so and there are no logs for calls the consumer made We have communicated with this consumer to find a resolution that is agreeable, although not a complete payout, to them
I will not do business with Square Trade again - I purchased a protection plan for my Galaxy Note last September Today the phone did not power on for some reason I called Square Trade and they told me to get the phone repair locally and I refused to do so, the fact that they told me if I needed a replacement I would get one After spending over an hours with them on the phone and they told me they would submit a claim to have a new phone ship out the next day, but I have to pay them $deductible first, which I did The following day I received an email below I contacted them, and I was told that the warehouse cannot locate a new phone and therefore they will submit a new claim and send me a full payment for $796, which I refused to accept, I told them I cannot run my business without having the phone for days or more I asked them to cancel my contract and refund my deductible, and told them that I will file a complaints with Costco and Verizon "Congrats! Your claim is approved, and you're eligible to receive a payment of $Here's what you need to do before we can release your payment: Your item will not be returned to youAny data not backed up will be lost Use a sturdy box and bubble wrap to pack your itemPack only your item, its battery, and its charger/AC adapter Click here to print your free FedEx shipping label, attach it to the box, and ship your item to us Once your item has been verified, we'll release your payment (can take up to business days)If you have questions or want to schedule a call with one of our specialists, just visit squaretrad [redacted] "
Initial Business Response / [redacted] (1000, 5, 2014/07/09) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for hassle on this caseFor security reasons, our claim process does require a signature for delivery of your phoneThe typical modern cellphone costs upwards of $600, a signature requirement ensures that should anything happen with your phone in-transit, we're able to escalate with the shipping company to compensate you for the device If no signature is required and the phone was listed as delivered, but was lost or stolen, we would have no recourse against the shipping company But per your insistence, we have redelivered your phone to you with no signature requirement Please let us know if you have any other questions or concerns Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We apologize for the issue the consumer experiencedOur records indicate this complaint is currently being resolved by an resolution specialistThe consumer has been contacted and will reach out to us if there are any additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ We are sorry the consumer had issues with their device The repair that the consumer is referring to was completed over years agoAccording to the user of the iPad the failure only started months agoIf the warranty was still active we would take a claim and have the unit repaired however the warranty had expired a year and a half ago We have spoken to the consumer and he is aware of the time frame of the repair and the status of the warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept Squaretrade's response for the following reason: The sub-contractor that Squaretrade used for the repair (United Camera) utillized inferior parts and methods to perform the repairSo, yes, while it is true I am beyond the warranty period per the agreement, Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsApparently, the repairs themselves are underwritten by an insurance policy and thus Squaretrade does not have the internal mechanism in place to actually stand behind the repair and make things right without filing an insurance claimAnd they cannot file the claim due to the fact that I am outside the terms and conditions of the warranty So, it appears their ability to stand behind their service is signficantly impacted by 1) the use of 3rd party suppliers and 2) the fact that the claims are underwritten and not self-fundedThis leaves Squaretrade with limited in-house ability or mechanism to actually act in behalf of the customerOf course, this would be quite a different case if I was dealing directly with the manufacturer, who, at several levels within the organizatinon, could make the decision to perform the repair a second time and correct the matter (described below)The manufacturer would also be using OEM partsIn summary, a consumer seems to be in a better position to pay a small premium to deal directly with the manufacturer for coverageThe time and aggregation saved alone justifies that costI feel strongly that this needs to be communicated widely to fellow consumers if Squaretrade cannot correct the matter Original issue: The touch responsiveness of the replacement iPad screen faded to the point that almost the entire screen does not respond, rendering the iPad useless Final Business Response / [redacted] (4000, 9, 2015/09/30) */ We are sorry the consumer had issues with their device The replacement part worked for two years after it was replacedThe manufacturer of the device has a one year warranty for all manufacturer defects for the device, so the replacement part exceeded even the manufacturer's expectation As we mentioned before we would file a claim if the warranty was still in place or if the replacement part failed within a reasonable amount of time, as per our policy of days after the repairIn some cases we could make an exception and offer a repair outside those daysIn this case the replacement part failed after two years of working properly If the consumer were to purchase the manufacturer warranty they would have found that when that warranty expired the manufacturer would also not repair the unit under their Terms and Conditions There are a number of factors that can make a device failAny warranty would not cover those failures after the warranty has expired We are sorry that the unit failed but as per our Terms and Conditions we would not be able to take a claim to have the unit repaired Final Consumer Response / [redacted] (4200, 13, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The primary concern and issue that has not been resolved is Squaretrade's use of a sub-contractor (United Camera) that performed a faulty repairThis apprears to be largely due to the use of either inferior parts and/or methods to perform the original repairThe original issue (cracked screen) was addressed, however, due to the above mention concern, the screen itself has lost it's functionality (touch responsiveness) prematurelySo while yes, the cracked screen was replaced, the poor workmanship has resulted in a complete loss of device functionality It is also apparent that Squaretrade is not willing to stand behind the repair nor the performance of their subcontractorsThis seems to be connected to the fact that Squaretrade does not having the internal process in place to right the matter due to their service agreements being underwritten by a 3rd party When a consumer decilines a manufacturer extended warranty (in this case Applecare) and purchases a Squaretrade warranty to save a few dolllars, it is cirtical that they understand the associated risk and consequences as exemplified here
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ We are sorry the consumer had issues with their device Upon further inspection we have found that the specialist was not exactly correct in the issue of softwareThis is the initial reason the claim was not immediately filedThe specialist was willing to try to resolve the issue, but did not make that clear to the consumerAlso in this version of TV the software is firmware on one of the boardsThis would be covered by our warranty We contacted the consumer and let them know we will pay them out on the cost of the TV and due to the poor experience the consumer had we are also refunding the warranty price Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We are sorry the consumer had issues with receiving their reimbursement There are times the companies generating a gift card does not give us a gift card that is functioningThis, however, is no excuse for the poor service the consumer receivedWe are working on improving our customer service and are addressing these issues We processed the payment in another method and, as per the shipping company, the consumer received the payment on May