Initial Business Response / [redacted] (1000, 5, 2014/08/20) */ Hi [redacted] , This is [redacted] ***, the Resolution manager at SquareTrade We spoke yesterdayI checked with our accounting department and they indicated to me that the check we sent you was cashed on 7/by Citibank You had indicated that you still have the uncashed check on handIf you can send me a copy of the that as a reply to the email I sent you last nightI'll work with Citibank to investigate the matter If you had cashed it and forgot about it, this should resolve itBut if someone else had cashed it using your ID, I'll assist you in filing a fraud complaint on that check and help you recover that fund Unfortunately, until I can verify how this check was cashed, I will not be able to send you a second check Please respond to me as soon as convenient for you and I'll check in with Citibank Regards, ***
Bought two extended warranties from Square Trade through Costco on new cell phones a year and a half ago Literature states replacements overnight, and in fact, that's what I was told when I called to report a phone malfunctioning and not fixable per repair place they sent us Actual time span was days, and [phone callsWe received a smaller, older phone because ours "wasn't available" and this one should be "comparable" and paid a dollar deductible to get it So, we have a refurbished phone, not the one we insured for replacement and spent We could have bought a refurbished phone for less, and we'll need a new cover since it's a different phone Don't bother with this "warranty."
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at Squaretrade I am sorry for the hassle on this caseFrom the notes, it looks like we were experiencing an issue with our inventory reporting systemI'll follow up with our depot manager to review I will be [redacted] to get you refunded on your deductibleI'll also have a senior agent contact you to expedite an alternative resolution to fix this problem for youPlease give us a few hours on this Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ We are sorry the consumer had such a delay in the repairWe do not know where in the system the delay was causedWe agree with the consumer and we will be refunding the consumer the full price of the warranty and will be reimbursing him the price they paid for the unitWe are currently contacting the consumer to resolve this
Communication from the service agents are incomplete when trying to submit a claimFirst they tell you what you need and when you call back they ask for more information when you have provided phone numbers account numbers and phone information This is my third attempt to get my phone in for repair For a company that touts great service dept, a gross understatement
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We are sorry the consumer had issues with their device As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount" As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computerTo make the consumer whole we will reimburse them what they paid for the deviceWhen possible this is what we try to do to ensure our consumers have a better experience
Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Hi [redacted] , I am [redacted] the resolution manager with SquareTradeI'm sorry for the confusion in this caseBut we are not really giving you the run aroundYou've been offered a payout option on your claim for your laptopAs far as your warranty contract with SquareTrade is concerned, we're fullfilling our obligation to you already The issue is your refusal to send in your laptop for the reimbursementThat is typically how the claim is processed; you have a defective computer that has been deemed unrepairable by a third party repair service; we'll accept that, but will need you to send in your laptop for verification and salvageOnce we have your laptop, we'll process the reimbursement for you If the data on your laptop is the issue, I believe the claims supervisor you spoke with yesterday, BJ, has already offered to allow you to keep the harddrive on this unit Currently, your claim is approved, and a pre-paid shipping label has been emailed to youThe only thing hold the claim up for your payout is your refusal to send in the laptopI'm sorry, but that is a necessary step in finalizing this claimAnd to be clear, your reimbursement is for $897.99, the price you paid for your laptop If you have any questions or concerns, please do call me directly at XXX-XXX-XXXX [redacted] Regards, [redacted] H Final Consumer Response / [redacted] (4200, 12, 2014/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, this is not stated in the signed contractA contract is binding, not a page on a website or an emailI did not sign an email or website pageYou are trying to twist words and make them work in your favorIf this was truly how you felt, you would put it in your contract I will not send my equipment to youI expect the full amount to be sentThere is no reason for it to not be sentYou received repair quotes showing that it is not fiscally reasonable to repair the computer Going a step further, I eve decided to have the laptop repaired and sent an invoice to you for the repair costsI am now being told that the repair will not be honored because part of the charges included transferring data from my old Hard Drive to my new Hard DriveI'll beat you to the punch and state what your contract has in it: What is not covered: "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data" The data transfer DID NOT cause damage to my computerThe damage that was incurred was from something completely different, as I stated in my warranty claimThe data transfer is part of the repair process and is part of the warranty claim I being reasonable enough to attempt to get it repairedIt is now repaired and you are refusing to pay me the entire amount as promisedWhat a scamSeems like a bait and switch ployI feel bad for anyone that doesn't know how to read contract languageThere are many people that are falling to your ploys and endless games that are playedI would imagine that most people would simply give up at this pointI haven't and will not My proposed settlement is as followsI keep the repaired equipmentYou pay me the full amount of the warrantyI pay the difference above and beyond thatThis is more than fairIt is written in the contractI have to pay the repair shop now that my hand has been forcedIf I do not receive payment, this will have to go to small claims court for a judge to make their decision on what a grey area is and isn'tGrey areas ALWAYS go in the favor of the consumerNot only does that go in favor, but contract language goes in favor of consumers as well Final Business Response / [redacted] (4000, 10, 2014/02/07) */ Hi [redacted] , Our contract does not go into specifics about process at allBut the requirement for sending in your device upon determination of payout is clearly stated in your confirmation email and on our purchase pages I'll excerpt the detail from our Plan Details, which was in the same email with our warranty contract: Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: For most cases, you'll have a choice of payout options If your item is shippable, we'll provide you with a pre-paid shipping label Once we receive your item, we'll pay your claim within 3-business days This is a laptop, so it is shippableAnd we've made it as easy to do as possible by providing you with a pre-paid label Again, we don't consider this a grey areaThe requirements were indicated to your claim filing, and also prior to your warranty purchasePlease understand that we do need it for verificationAnd you are being made completely whole even if you send your laptop to SquaretradeYou'll get the exact amount of money you spent on this laptop; and given the time that's past, you should be able to buy the exact same unit, if not an upgraded model at this point Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this, but unfortunately, we will not be approving a payout on your repair quote The diagnostic that you submitted from Apple indicates that there were multiple dents on the system, indicating physical damage to the unitThis is not covered under our warrantyAs such we will be denying this claim If required, we can forward this invoice to the Revdex.com for review Please let me know if you want me to proceed with a refund on your warranty since we're not able to proceed with a claim approval in this case Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "dents" noted on the Apple invoice are 1) very negligible that they couldn't have caused the computer to mailfunction, and 2) they were already there when I bought the computer on eBaySo there was no physical damage to the computer that caused problems the laptop currently hasSquaretrade agreed to sell warranty on this computer when I bought it on eBay with the conditions that it was inSo how can you use that as a reason to deny the claim now? It seems that Squaretrade just use that as an excuse to deny paying the claim Final Business Response / [redacted] (4000, 11, 2014/09/04) */ Hi [redacted] , We're not using the dents as an excuse, but multiple dents is a concern to us as a warranty provider As a compromise, I'd like to have this unit reviewed by our repair depot to determine if these dents are cosmetic or if they'll impair the functionality of the unitWe use an independent third party, Apple certified, repair service that will give us a unbiased review of your unit I'll ask a claims agent to contact you to set this up Thank you, [redacted] Final Consumer Response / [redacted] (4200, 15, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The laptop is in exactly the condition it was when I bought it from ebay at which time you offer Squaretrade warrantyAnd it was working fine for a few months so how can any cosmetic mini ding/dent have any effect on the performance of the laptop? And this has been dragging out for months without any payoutAt this pace, I worry that the 1-year squaretrade I paid will expire before any claim is settled? I'm willing to accept 2/of the repair cost ($729) to settle this matterBut you will be given weeks (deadline 9/22/2014) to pay this amount or this offer will no longer be available after thatIn the mean time, I will look at other venues to bring up this matter, which I think other customers of yours experience too
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ We apologize that the consumer experienced issues with their device Our records indicate your complaint has been resolved by a Resolution Team specialist The check has been processed and sent the the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues Final Business Response / [redacted] (4000, 15, 2015/12/07) */ Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout Final Consumer Response / [redacted] (4200, 17, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ We are sorry the consumer experienced the delay in serviceWe have contacted the consumer and have resolved the claim to their satisfaction Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company took care of me after the delay
We are sorry the consumer had issues with their deviceWhen a device is repaired, SquareTrade allows a day rework period for any failed repairs During this time the consumer is not charged another deductible if a follow up repair is needed.We have filed a claim for the consumer to be reimbursed the item price The consumer can use this reimbursement to purchase a new device
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ This complaint should be directed to Square, not SquareTrade We have directed the consumer to go to squareup.com and email their concerns to them Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The receipt was from SquareUp.com, not SquareTrade, Inc
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize the consumer is still experiencing issues with their deviceOur records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/TouchpadThe computer's hard drive had a data corruption issue that required a resetThe operating system on your hard drive was reinstalled and is now in working orderIf the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they don't lose my laptop this time or reset what I had to recover from the last resetIn addition, actually fix it this time Final Consumer Response / [redacted] (3000, 12, 2016/01/21) */ The customer service is horrible! They threatened to hang up on me! First, I was in France and then PakistanI refuse to send them the detachable computer because they reset it last timeThey say that it is because of a corruption, I'm an IT professional and there was no corruptionThey reset it for the he [redacted] of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing! Final Business Response / [redacted] (4000, 14, 2016/02/08) */ On 1/18/the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repairOur repair center can't move forward with the repair without the full unit being sentWe gave the consumer the option to buy the keyboard or get it repaired locally but he refused both optionsWe have contacted the consumer to resolve this complaint but we have not received a response
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer was misinformed regarding how the process works when a claim is filed We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims We have worked out a claim so that the consumer does not have to pay a deductibleThis is an option we have and it depends on the repair cost as to whether we will wave the deductible or not
We are sorry for any issues the consumer had with their deviceThe consumers original device was no longer available through their carrier for replacement After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement Due to the consumers device no longer being available an email was sent on [redacted] stating the customer would receive $ [redacted] for the price of an upgrade [redacted] *** A second system generated email went out stating a price of $ [redacted] which was actually the consumers warranty cap not item priceCurrently, we are not able to reimburse the consumer anything further as the replacement cost of an [redacted] is $ [redacted] Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $ [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/14) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion in this caseBut our warranty only covers items that are purchased new with US manufacturer supportOverseas or grey market items that do not have US manufacturer support would not qualify for our coverage We'll provide you with a full refund on your warranty purchase Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/15) */ (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 experienced with their deviceWe have reached out to the consumer and confirmed the reimbursement check was received on 12/28/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) hours after Revdex.com said they would look into this the company sent me an email and made goodthank you
We have a on going claim that they do not want to take care offWe sent in our fax machine and had several email on it, they can NOT fix itWe have repeatedly sent them all the documentation many times and still nothingDO NOT BUY IT
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ We are sorry the customer had issues with their claim As per the Term and Conditions of the contract the coverage amount of the warranty is the amount paid for the item minus any repair costs incurred in the completion of a claimThe receipt the customer provided to us shows they paid $A previous claim had a repair cost of $This is the reason the customer is being offered $As the Terms and Conditions show that amount is actually incorrect, it should be $ Due to the fact that the customer was unaware of the Terms, the payout was calculated incorrectly by us and that we want to show the consumer that we are willing to work with them to settle the claim in a manner that they feel is fair we will be reimbursing the customer the difference between the payout and what they thought they would receive, $The total payout would then be the full value range of the warranty $
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ Since the customer has stated that he will not purchase our product it is outside of our scope to be able to respond to this issueThat being said we would honor warranties purchased through our partners Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stated in the desired result that I would like to be able to purchase a plan at the price that is advertised on Amazon and I would lile for future listings with Amazon to be amended If the company's response is that I may go to Amazon and purchase their product and that it will afford me full coverage for the tablet I bought from Best Buy, I will do so! Or they may contact me and I will purchase over the phone as long as it is the same price! Final Business Response / [redacted] (4000, 9, 2014/10/07) */ We are sorry the customer feels we are using this tactic to sell warrantiesThe warranties sold through this vendor are meant to protect items sold through this vendorWe offer the prices based on an agreement we have with themWe are willing to work with this customer so that he can get the warranty he needs at the price he wants and have reached out to him for that purpose Business Response / [redacted] (4000, 18, 2014/10/27) */ We have worked with the consumer so that they are able to receive a warranty in the price range offered by our resellerThis is an exception as the products offered from our reseller are meant to be for the items purchased through the reseller and not another retailers (even though the retailer offers those products independent of the purchase of the item being protected)In cases like the one we are responding to we are willing to work with the consumer so they get our product at a proper price
Initial Business Response / [redacted] (1000, 5, 2014/08/20) */ Hi [redacted] , This is [redacted] ***, the Resolution manager at SquareTrade We spoke yesterdayI checked with our accounting department and they indicated to me that the check we sent you was cashed on 7/by Citibank You had indicated that you still have the uncashed check on handIf you can send me a copy of the that as a reply to the email I sent you last nightI'll work with Citibank to investigate the matter If you had cashed it and forgot about it, this should resolve itBut if someone else had cashed it using your ID, I'll assist you in filing a fraud complaint on that check and help you recover that fund Unfortunately, until I can verify how this check was cashed, I will not be able to send you a second check Please respond to me as soon as convenient for you and I'll check in with Citibank Regards, ***
Bought two extended warranties from Square Trade through Costco on new cell phones a year and a half ago Literature states replacements overnight, and in fact, that's what I was told when I called to report a phone malfunctioning and not fixable per repair place they sent us Actual time span was days, and [phone callsWe received a smaller, older phone because ours "wasn't available" and this one should be "comparable" and paid a dollar deductible to get it So, we have a refurbished phone, not the one we insured for replacement and spent We could have bought a refurbished phone for less, and we'll need a new cover since it's a different phone Don't bother with this "warranty."
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at Squaretrade I am sorry for the hassle on this caseFrom the notes, it looks like we were experiencing an issue with our inventory reporting systemI'll follow up with our depot manager to review I will be [redacted] to get you refunded on your deductibleI'll also have a senior agent contact you to expedite an alternative resolution to fix this problem for youPlease give us a few hours on this Thank you, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ We are sorry the consumer had such a delay in the repairWe do not know where in the system the delay was causedWe agree with the consumer and we will be refunding the consumer the full price of the warranty and will be reimbursing him the price they paid for the unitWe are currently contacting the consumer to resolve this
Communication from the service agents are incomplete when trying to submit a claimFirst they tell you what you need and when you call back they ask for more information when you have provided phone numbers account numbers and phone information This is my third attempt to get my phone in for repair For a company that touts great service dept, a gross understatement
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We are sorry the consumer had issues with their device As stated in out Terms and Conditions, "The total amount that We will pay for repairs or replacement made in connection with all claims that You make pursuant to this Protection Plan shall not exceed the Coverage AmountIn the event that We make payments for repairs or replacements, which in the aggregate, are equal to the Coverage Amount" As the consumer stated the remaining amount on the warranty would not be enough to purchase a replacement computer with the features of their computerTo make the consumer whole we will reimburse them what they paid for the deviceWhen possible this is what we try to do to ensure our consumers have a better experience
Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Hi [redacted] , I am [redacted] the resolution manager with SquareTradeI'm sorry for the confusion in this caseBut we are not really giving you the run aroundYou've been offered a payout option on your claim for your laptopAs far as your warranty contract with SquareTrade is concerned, we're fullfilling our obligation to you already The issue is your refusal to send in your laptop for the reimbursementThat is typically how the claim is processed; you have a defective computer that has been deemed unrepairable by a third party repair service; we'll accept that, but will need you to send in your laptop for verification and salvageOnce we have your laptop, we'll process the reimbursement for you If the data on your laptop is the issue, I believe the claims supervisor you spoke with yesterday, BJ, has already offered to allow you to keep the harddrive on this unit Currently, your claim is approved, and a pre-paid shipping label has been emailed to youThe only thing hold the claim up for your payout is your refusal to send in the laptopI'm sorry, but that is a necessary step in finalizing this claimAnd to be clear, your reimbursement is for $897.99, the price you paid for your laptop If you have any questions or concerns, please do call me directly at XXX-XXX-XXXX [redacted] Regards, [redacted] H Final Consumer Response / [redacted] (4200, 12, 2014/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, this is not stated in the signed contractA contract is binding, not a page on a website or an emailI did not sign an email or website pageYou are trying to twist words and make them work in your favorIf this was truly how you felt, you would put it in your contract I will not send my equipment to youI expect the full amount to be sentThere is no reason for it to not be sentYou received repair quotes showing that it is not fiscally reasonable to repair the computer Going a step further, I eve decided to have the laptop repaired and sent an invoice to you for the repair costsI am now being told that the repair will not be honored because part of the charges included transferring data from my old Hard Drive to my new Hard DriveI'll beat you to the punch and state what your contract has in it: What is not covered: "Damage to computer hardware, software and data caused by, including, but not limited to, viruses, application programs, network drivers, source code, object code or proprietary data, or any support, configuration, installation or reinstallation of any software or data" The data transfer DID NOT cause damage to my computerThe damage that was incurred was from something completely different, as I stated in my warranty claimThe data transfer is part of the repair process and is part of the warranty claim I being reasonable enough to attempt to get it repairedIt is now repaired and you are refusing to pay me the entire amount as promisedWhat a scamSeems like a bait and switch ployI feel bad for anyone that doesn't know how to read contract languageThere are many people that are falling to your ploys and endless games that are playedI would imagine that most people would simply give up at this pointI haven't and will not My proposed settlement is as followsI keep the repaired equipmentYou pay me the full amount of the warrantyI pay the difference above and beyond thatThis is more than fairIt is written in the contractI have to pay the repair shop now that my hand has been forcedIf I do not receive payment, this will have to go to small claims court for a judge to make their decision on what a grey area is and isn'tGrey areas ALWAYS go in the favor of the consumerNot only does that go in favor, but contract language goes in favor of consumers as well Final Business Response / [redacted] (4000, 10, 2014/02/07) */ Hi [redacted] , Our contract does not go into specifics about process at allBut the requirement for sending in your device upon determination of payout is clearly stated in your confirmation email and on our purchase pages I'll excerpt the detail from our Plan Details, which was in the same email with our warranty contract: Reimbursements: Sometimes it's faster to reimburse you the cost of your itemIf we reimburse: For most cases, you'll have a choice of payout options If your item is shippable, we'll provide you with a pre-paid shipping label Once we receive your item, we'll pay your claim within 3-business days This is a laptop, so it is shippableAnd we've made it as easy to do as possible by providing you with a pre-paid label Again, we don't consider this a grey areaThe requirements were indicated to your claim filing, and also prior to your warranty purchasePlease understand that we do need it for verificationAnd you are being made completely whole even if you send your laptop to SquaretradeYou'll get the exact amount of money you spent on this laptop; and given the time that's past, you should be able to buy the exact same unit, if not an upgraded model at this point Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this, but unfortunately, we will not be approving a payout on your repair quote The diagnostic that you submitted from Apple indicates that there were multiple dents on the system, indicating physical damage to the unitThis is not covered under our warrantyAs such we will be denying this claim If required, we can forward this invoice to the Revdex.com for review Please let me know if you want me to proceed with a refund on your warranty since we're not able to proceed with a claim approval in this case Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "dents" noted on the Apple invoice are 1) very negligible that they couldn't have caused the computer to mailfunction, and 2) they were already there when I bought the computer on eBaySo there was no physical damage to the computer that caused problems the laptop currently hasSquaretrade agreed to sell warranty on this computer when I bought it on eBay with the conditions that it was inSo how can you use that as a reason to deny the claim now? It seems that Squaretrade just use that as an excuse to deny paying the claim Final Business Response / [redacted] (4000, 11, 2014/09/04) */ Hi [redacted] , We're not using the dents as an excuse, but multiple dents is a concern to us as a warranty provider As a compromise, I'd like to have this unit reviewed by our repair depot to determine if these dents are cosmetic or if they'll impair the functionality of the unitWe use an independent third party, Apple certified, repair service that will give us a unbiased review of your unit I'll ask a claims agent to contact you to set this up Thank you, [redacted] Final Consumer Response / [redacted] (4200, 15, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The laptop is in exactly the condition it was when I bought it from ebay at which time you offer Squaretrade warrantyAnd it was working fine for a few months so how can any cosmetic mini ding/dent have any effect on the performance of the laptop? And this has been dragging out for months without any payoutAt this pace, I worry that the 1-year squaretrade I paid will expire before any claim is settled? I'm willing to accept 2/of the repair cost ($729) to settle this matterBut you will be given weeks (deadline 9/22/2014) to pay this amount or this offer will no longer be available after thatIn the mean time, I will look at other venues to bring up this matter, which I think other customers of yours experience too
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ We apologize that the consumer experienced issues with their device Our records indicate your complaint has been resolved by a Resolution Team specialist The check has been processed and sent the the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive all my monies refunded, even thou I had to speak and email the resolution representative (which the only way I could find an number for the American Home office was via a Yelp Review) numerous times I just want all of my money back so I can be done with the customer service nightmareThis has been going on since November 9,and today is 11/18/I have done everything I was suppose to do, this company is just terrible in resolving their issues Final Business Response / [redacted] (4000, 15, 2015/12/07) */ Squaretrade Accounting team confirmed the consumer was paid out on November 23rdThe consumer has been emailed the transaction number & confirmation of the payout Final Consumer Response / [redacted] (4200, 17, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never received an email with a transaction code or a reply about this Revdex.com Complaint from SquareTrade
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ We are sorry the consumer experienced the delay in serviceWe have contacted the consumer and have resolved the claim to their satisfaction Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company took care of me after the delay
We are sorry the consumer had issues with their deviceWhen a device is repaired, SquareTrade allows a day rework period for any failed repairs During this time the consumer is not charged another deductible if a follow up repair is needed.We have filed a claim for the consumer to be reimbursed the item price The consumer can use this reimbursement to purchase a new device
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ This complaint should be directed to Square, not SquareTrade We have directed the consumer to go to squareup.com and email their concerns to them Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The receipt was from SquareUp.com, not SquareTrade, Inc
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We apologize the consumer is still experiencing issues with their deviceOur records indicate the technicians did the following repairs: replaced broken hinges, keyboard & Palmrest/TouchpadThe computer's hard drive had a data corruption issue that required a resetThe operating system on your hard drive was reinstalled and is now in working orderIf the consumer is still experiencing issue our claims specialist will be happy to assist with filing a claim to resolve any additional issues Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they don't lose my laptop this time or reset what I had to recover from the last resetIn addition, actually fix it this time Final Consumer Response / [redacted] (3000, 12, 2016/01/21) */ The customer service is horrible! They threatened to hang up on me! First, I was in France and then PakistanI refuse to send them the detachable computer because they reset it last timeThey say that it is because of a corruption, I'm an IT professional and there was no corruptionThey reset it for the he [redacted] of it! I only want to send the keyboard to be replaced, but they refuse! They want the whole thing or nothing! Final Business Response / [redacted] (4000, 14, 2016/02/08) */ On 1/18/the consumer accepted our offer to move forward with the repair by sending in the laptop now refuses to provide the serial number for the unit or send in the entire unit to repairOur repair center can't move forward with the repair without the full unit being sentWe gave the consumer the option to buy the keyboard or get it repaired locally but he refused both optionsWe have contacted the consumer to resolve this complaint but we have not received a response
Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We are sorry the consumer was misinformed regarding how the process works when a claim is filed We are contacting our sellers to make sure that their sales people are giving proper information regarding deductibles on claims We have worked out a claim so that the consumer does not have to pay a deductibleThis is an option we have and it depends on the repair cost as to whether we will wave the deductible or not
We are sorry for any issues the consumer had with their deviceThe consumers original device was no longer available through their carrier for replacement After the consumers device was deemed irreparable by a local repair facility their claim was moved to reimbursement Due to the consumers device no longer being available an email was sent on [redacted] stating the customer would receive $ [redacted] for the price of an upgrade [redacted] *** A second system generated email went out stating a price of $ [redacted] which was actually the consumers warranty cap not item priceCurrently, we are not able to reimburse the consumer anything further as the replacement cost of an [redacted] is $ [redacted] Also, the proof of purchase information sent over by the re-seller indicates a purchase price of $ [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/14) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion in this caseBut our warranty only covers items that are purchased new with US manufacturer supportOverseas or grey market items that do not have US manufacturer support would not qualify for our coverage We'll provide you with a full refund on your warranty purchase Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/15) */ (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 experienced with their deviceWe have reached out to the consumer and confirmed the reimbursement check was received on 12/28/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) hours after Revdex.com said they would look into this the company sent me an email and made goodthank you
We have a on going claim that they do not want to take care offWe sent in our fax machine and had several email on it, they can NOT fix itWe have repeatedly sent them all the documentation many times and still nothingDO NOT BUY IT
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ We are sorry the customer had issues with their claim As per the Term and Conditions of the contract the coverage amount of the warranty is the amount paid for the item minus any repair costs incurred in the completion of a claimThe receipt the customer provided to us shows they paid $A previous claim had a repair cost of $This is the reason the customer is being offered $As the Terms and Conditions show that amount is actually incorrect, it should be $ Due to the fact that the customer was unaware of the Terms, the payout was calculated incorrectly by us and that we want to show the consumer that we are willing to work with them to settle the claim in a manner that they feel is fair we will be reimbursing the customer the difference between the payout and what they thought they would receive, $The total payout would then be the full value range of the warranty $
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ Since the customer has stated that he will not purchase our product it is outside of our scope to be able to respond to this issueThat being said we would honor warranties purchased through our partners Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stated in the desired result that I would like to be able to purchase a plan at the price that is advertised on Amazon and I would lile for future listings with Amazon to be amended If the company's response is that I may go to Amazon and purchase their product and that it will afford me full coverage for the tablet I bought from Best Buy, I will do so! Or they may contact me and I will purchase over the phone as long as it is the same price! Final Business Response / [redacted] (4000, 9, 2014/10/07) */ We are sorry the customer feels we are using this tactic to sell warrantiesThe warranties sold through this vendor are meant to protect items sold through this vendorWe offer the prices based on an agreement we have with themWe are willing to work with this customer so that he can get the warranty he needs at the price he wants and have reached out to him for that purpose Business Response / [redacted] (4000, 18, 2014/10/27) */ We have worked with the consumer so that they are able to receive a warranty in the price range offered by our resellerThis is an exception as the products offered from our reseller are meant to be for the items purchased through the reseller and not another retailers (even though the retailer offers those products independent of the purchase of the item being protected)In cases like the one we are responding to we are willing to work with the consumer so they get our product at a proper price