Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ 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 repair you've hadI'll check in with you to see if we can offer you an alternative resolution If you have any photos documenting the issue with the screw, please forward that to me and I'll escalate this with our repair team Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi ***, I am sending the photos to you from the shoddy workmanship Regards, [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/11) */ Hi ***, I am sorry, I wasn't able to unzip this fileCan you resend directly to me at [redacted] @squaretrade.com? or resave them into a smaller packageI think my browser was unable to resolve due to the size of the file [redacted] Business Response / [redacted] (4000, 17, 2014/10/01) */ We reviewed this case and have paid the customer so they can purchase a replacement unit Consumer Response / [redacted] (2000, 19, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very happy to see that Squaretrade honored their claim
Initial Business Response / [redacted] (1000, 8, 2015/01/26) */ We are sorry the consumer's item failed Under paragraph of our Terms and Conditions it states: Depending on the Product and failure circumstances, at Our discretion, We will either: ARepair Your Product, or; BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; CReplace Your Product with a product of like, kind, quality and functionality To settle this claim we provided a cash settlement Under Paragraph of our Terms and Conditions it states: 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, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan The coverage amount as stated in the Terms and Conditions is"up to the item purchase price", in this case $ Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/29) */ No this has not been resolved regards, [redacted] Final Business Response / [redacted] (4000, 12, 2015/02/10) */ We are sorry the consumer had issues with his item As per the Terms and Conditions the warranty covers up to the purchase price of the itemIt is also stated in the Terms and Conditions that it is up to our discretion if we attempt a repair or if we pay a consumer outIf a repair cost exceeds the price of the item we will pay the consumer the price he paid for the unit and that will complete the warrantyWe did not terminate the warranty, the warranty was completed as there are no more funds available after the full payoutIf the consumer did not purchase the warranty then we would not be able to reimburse him the amount he paid for the itemIf he did not purchase the warranty he would have saved himself $but he would have lost $ Final Consumer Response / [redacted] (4200, 14, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a deceptive and fraudulently misrepresented "year warranty" priced at 30% of insured value What is hidden from consumer is that the policy terminates upon the first claim so if need to invite coverage there is an automatic 30% deductible in coverage and it then ceases upon first claim BUYER BEWARE
They tell you the progress all the way thru the processThey are fast and quickly fix or give you your money backI have had it both ways I am very happy with them
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer has not received the Gift card According to our records the gift card code was emailed to the consumer's email addressThe email that the customer would receive would not be sent from SquareTradeIt would be sent by the retailer Spoke to the consumer and they did finally get the codeWe have no idea why there was a delay in the emailing of the code Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/19) */ Yes, the company resolved my case after I told them I contacted the Revdex.com [redacted] ________________________________________
SquareTrade is one of the classiest organiisations I have ever dealt with Rapid resolution of a problem with emphasis on customer satisfication [redacted] (Resolution Specialist) had only one goal: To make me happy and satisfied that my problem was fixed I wish I could give them more than stars Their product is also at the top of the list for value In the world of Insurance, they make you feel like you are getting what you pay for I have recommended them to all my friends and family
Square Trade is a rip-off! You pay for a warranty for three years and after years they'll send you a refurbished phone only after you give them a credit card they can charge you for the full price of a new phone if you do not return the old phone completely void of all apps, service and content I thought the money I was paying every month for years was a guarantee that if I needed a replacement I would get one, not a refurbished return from another consumer Definitely, not worth the money I wasted on this company
Sent phone off Monday, received phone back on WednesdayHad to get a refurbished one but it was in good enough conditionI can't complain about anything, my experience was really awesome!
Initial Business Response / [redacted] (1000, 6, 2014/07/02) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the miscommunicationRepairs that we do for you are deducted from your coverage amountBut you should have been notified of this on your last claimI apologize that that did not happen Looking over your case, I see that one of our social media specialists has been able to help you get full compensation on this unit If you have any questions or concerns, please don't hesitate to contact us Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/08) */ I will be posting a response to this after I have received the rest of my compensation for logical reasons that I am sure you can understand Thank you for taking my matter seriously as usual and I greatly appreciate companies such as your's, Revdex.com, for helping the consumer get justice and help others not get burned in the future Have a wonderful day and have a great July 4th Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/07/28) */ As of yesterday, 7/24/14, I have received the refund for the total amount of the cost of the deviceEverything has been resolved finally after speaking with a multitude of customer service agents and managers
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ We are sorry the consumer had issues with his device Due to the delay in repair we are paying the consumer the price he paid for the device We have contacted the consumer and let him know the status of this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Squaretrade refunded me the purchase priceEverythign is resolvedThanks
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'll pull your call with Sean and will review it with his manager to provide corrective actionsI apologize for your experience with this As for your tablet, our general resolution with regards your particular item is to send it to one of our repair depots for repair, we do not replace items if they failIf the unit is determined to be unrepairable, we will provide you with a full reimbursement of the purchase price Please have the tablet sent in using the pre-paid shipping we've provided and we'll get it repaired as soon as possible Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never recived a shiping label for it so I can not send it anywhereEvery other time I've called they've just sent me a gift card for the reimbursement of the itemThat works much better than this hassl Final Business Response / [redacted] (4000, 9, 2014/07/21) */ Hi ***, I'll request another label to be sent out to youI apologize for the hassle, but we have different resolutions for different devices I'll get this expedited to you right away Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ We are sorry the consumer had issues with their device The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated As a one time courtesy we will reimburse the consumer for a repair on his device He has been contacted and is aware of this resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ We are going to the Apple store today to get our reimbursement with your representative [redacted] has helped us to come to a amicable agreement to resolve this matterOnce we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with [redacted] Again today is November 4th and we my wife and I are going to get the phone fixed from the Apple Store todayWe will then scan the receipt to have the reimbursement paid for by your companyThank you Final Business Response / [redacted] (4000, 9, 2015/11/05) */ At this time the consumer's issue has been resolvedWe are waiting to receive his receipt to move forward with reimbursement
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi ***, I am [redacted] ***, the Resolution Manager here at SquareTrade I am sorry for the delay on your claimUnfortunately, we did not have your particular phone in inventory when you called us, so the option of having it exchanged overnight was not possible I do see that we've since changed to resolution so you can have it repaired locally and have SquareTrade reimburse you for the repairsLooks like we have your invoice for repair and are processing the reimbursement right now I've refunded you the $as a courtesy due to the hassle our lack of inventory caused youYou should see this credited back to your credit card account in about days Please let me know if I can be of further service Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square Trade processed my claim speedily once I took a more active approach to resolving the situationThe initial lack of communication/respect for my time was regrettable, but I do appreciate the firm's speedy interest in setting things right
Initial Business Response / [redacted] (1000, 5, 2014/04/08) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the hassle on this claimYour laptop was covered for $in cumulative repairsYou had previous repairs done to this laptop, which was why it only has $left in coverage Our claims process is streamlined to provide the quickest resolution possible for our customersIn this case, it did cause the issue you had, namely not being given the chance to deviate from just getting paid outWe're working on resolving this to provide more options to our customers In this case, I will make an exception and offer you the remainder of the $for you to make you wholeYou've already been reimbursed $239.99, I'll request a check for $to make your payment completeOur repair depot has also sent you your original harddrive back too, so once you get your new system, you should be able to extract data off of it Give me about a week to get that check to youIf you have any questions or concerns, please contact me at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer had these delays with their claim Sometimes when the data is transmitted from our resellers it does not get loaded into our databaseWhen a consumer calls in to file a claim, in that case, the warranty that they have purchased (and have documentation showing it has been purchased) does not show in our database We were able to do some research and find the warranty allowing the consumer to file a claim Due to the delay in service we reimbursed the consumer the warranty price We emailed the consumer this information
Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ We apologize the consumer experienced issues with their device The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically damaged As stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills The consumer has been advised to contact the reseller to cancel and get a pro-rated refund
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ We are sorry the consumer had issues with their device The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed We are now processing the reimbursement and the consumer should get it by July We have contacted the consumer so they will know when to expect the payment Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No refund check as of todayWas promised an overnight check and still nothingSame typical response as I have been getting the whole time to resolve this issue Next step is to seek legal counsel for breach of contract and theft as they are withholding my money Final Business Response / [redacted] (4000, 11, 2015/08/12) */ We are sorry the consumer experienced delays in receiving their reimbursement The request for over-night shipping of the payment was placed on Thurs 8/but not processed until 8/We are addressing the internal issues that caused that delayWe tracked the shipping of the payment and it was delivered on 8/ Final Consumer Response / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check has been receivedThank you
We are sorry for any issues the consumer had with their deviceThe consumer purchased our standard warranty that does not cover any accidental damage from handling Our standard protection plan covers mechanical and electrical failures that occur during useExamples include hard drive failures, stuck cell phone keypads, and digital camera sensor failures Since the consumer's device has physical damage we would not be able to cover the item
Wow, the complaints I have read confirm the recent epidemic I have experiencedI have had and used many contracts with square trade over several years and productsI previously gushed to anyone that would listen what an amazing value from an amazing businessTo quote "the best business of any type that I have ever done business with" Over the last several months (trying to get an [redacted] plus that's not already broken) my opinion could not have changed more I have the average hour hold time I get a call center that is now outsourced to Pakistan and can not understand most of what they are saying I received an email, no call, that I had hours to contact them or they would charge me $because there was a "find my phone app on my phone (that it came with) and I read the email about days laterWent through the afore mentioned issues to reach them about getting my $back 4.having to wait days and take different color phones because they did not not have the direct replacementHow "small time" is their operation? 5.at one point getting a broken, inoperable phone out of the package (which is the one and only time I one within 24hours) I called back and got the Pakistan call center who told me it would be several days because they don't overnight (after I told him I got that phone overnight) and he just argued they don'tAsked to speak to his manager, then he tried relaying information between usWhen I insisted on talking to manager he came on and said they would not even begin to process a claim for another phone until they received that broken one backdays later spoke with someone in U.SWho apologized, upgraded the storage on my phone and sent me another color still Received that phone and after trashing pair of earbuds realized that the headphone, earphone did not operate properly Dreading to replace phone again I asked about going to have it repairedI would still have to pay another $deductible and count as another replacement because I did not call the day I got the phone THEY contact a local repair shop and tell me they the repair part in stockI should go there, pay them $(in addition the $deductible) and then send in the receipt Nightmare at repair shopdifferent hour visits and they finally tell me they can not fix the earphone jack Call ST and start ANOTHER claim, it will be at least a week before they will have another phone for me!!! Get new phone a week later, not packaged as they usually areThere was no return box or labelThank god this phone finally works Try to call several times about how to return bad phoneFinally give and figure I will wait for the "just wanted to remind you" phone call which did not comeWhat did come with no phone call was another email that they AREADY charged me SEVEN HUNDRED AND FIFTY DOLLARS for a broken phone that sells for lass than that BRAND NEW I call my friends in Pakistan again and told they WILL NOT reimburse the $until the phone is in their hands (even though THEY did not send me a return box or label)He agrees that I will be reimbursed THE DAY they get the phone, no waiting He says they will have return materials within hours and he will send me email confirming that for some reason he wanted me to stay on phonehours later, no return materials, I go to his email to reply and see what he failed to point out was that he was having someone email a [redacted] bar scan for ME to find a [redacted] store to take my phone to and scan code in my email and they would handle Go to [redacted] stores before someone was able to scan (while on hold again with ST since the first [redacted] location) after another hour on hold to speak with a manager I get a manager that is in U.Stell her my whole story (believe me, this very abridged) during that time I am told I have to pay [redacted] for a box because ST did NOT send me a return box as they say they willI ask the ST manager who definitely did not care about any of it that I should pay for it, I should have brought one from home that I told her I did not have several timesShe had NO concern what so ever and I should go find one or pay [redacted] I got an email yesterday confirming reciept of my phone and claim is 100% completedI still do t have a credit [redacted] it's a waste of time trying to call someone and not wanting to WASTE my time and sanity I replied to their email without much optimism ***How terrible is it that this company outsources its call center to Pakistan where they pay just dollars a week, no federal employee income tax and put their own customers out of work so they can't afford to buy the product the company is sellingThat is very short sighted and insulting to me that they do not support the very people that are making them successful until everything comes full circle and they put themselves out of business for providing horrible serviceThey say penny wise, dollar foolish ***in closing I will point out the obvious, to me, this company has quickly gone from one that I raved about unconditionally to one I WILL NEVER EVER DO BUSINESS WITH AGAINIt's sad there are so few companies that stand out for their performance anymore and we have lost anotherI will miss not being able to do business with the ST of the past [redacted]
I love Square Trade! I have now just registered my third appliance with them My last appliance failed, and I had my reimbursement in hand within three business days! They were easy to work with, friendly and I wouldn't use any other company I know I sound like an advertisement, but they really were super to work with I'm a very satisfied customer
Initial Business Response / [redacted] (1000, 8, 2014/05/30) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisWe had sent out an email to you on 5/with a request for clarification, but did not get a responseI'll ask a senior claims agent to contact you right away to get this resolved for youWe had sent out an email to you on 5/with a request for clarification, but did not get a response Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no record of email dated on May 2nd at all Final Business Response / [redacted] (4000, 18, 2014/06/10) */ Dear [redacted] , This is [redacted] a Resolution Specialist here at SquareTrade Per your conversation with one of our representatives on June 2014, we have reached a resolution and will be reimbursing you via checkYou spoke with another Resolution Specialist yesterday who confirmed with you that your checks will be sent in the amounts of $and $respectively, for a total reimbursement for $ If you have any further questions, please do not hesitate to contact usWe are happy to assist you and apologize for the delays and confusing Thank you, [redacted] Resolution Specialist Final Consumer Response / [redacted] (3000, 16, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) A person from Squaretrade called me on June and offered a very good and generous concession, which I agreed onHowever, there is no follon the offer at all after daysSo the matter is still unresolved
Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ 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 repair you've hadI'll check in with you to see if we can offer you an alternative resolution If you have any photos documenting the issue with the screw, please forward that to me and I'll escalate this with our repair team Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi ***, I am sending the photos to you from the shoddy workmanship Regards, [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/11) */ Hi ***, I am sorry, I wasn't able to unzip this fileCan you resend directly to me at [redacted] @squaretrade.com? or resave them into a smaller packageI think my browser was unable to resolve due to the size of the file [redacted] Business Response / [redacted] (4000, 17, 2014/10/01) */ We reviewed this case and have paid the customer so they can purchase a replacement unit Consumer Response / [redacted] (2000, 19, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very happy to see that Squaretrade honored their claim
Initial Business Response / [redacted] (1000, 8, 2015/01/26) */ We are sorry the consumer's item failed Under paragraph of our Terms and Conditions it states: Depending on the Product and failure circumstances, at Our discretion, We will either: ARepair Your Product, or; BProvide a cash settlement or a Gift Card reflecting the replacement cost of a new product of equal features and functionality up to the Coverage Amount, or; CReplace Your Product with a product of like, kind, quality and functionality To settle this claim we provided a cash settlement Under Paragraph of our Terms and Conditions it states: 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, or if We provide a cash settlement reflecting the replacement cost of a new item of equal features and functionality, then We will have no further obligations under this Protection Plan The coverage amount as stated in the Terms and Conditions is"up to the item purchase price", in this case $ Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/29) */ No this has not been resolved regards, [redacted] Final Business Response / [redacted] (4000, 12, 2015/02/10) */ We are sorry the consumer had issues with his item As per the Terms and Conditions the warranty covers up to the purchase price of the itemIt is also stated in the Terms and Conditions that it is up to our discretion if we attempt a repair or if we pay a consumer outIf a repair cost exceeds the price of the item we will pay the consumer the price he paid for the unit and that will complete the warrantyWe did not terminate the warranty, the warranty was completed as there are no more funds available after the full payoutIf the consumer did not purchase the warranty then we would not be able to reimburse him the amount he paid for the itemIf he did not purchase the warranty he would have saved himself $but he would have lost $ Final Consumer Response / [redacted] (4200, 14, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a deceptive and fraudulently misrepresented "year warranty" priced at 30% of insured value What is hidden from consumer is that the policy terminates upon the first claim so if need to invite coverage there is an automatic 30% deductible in coverage and it then ceases upon first claim BUYER BEWARE
They tell you the progress all the way thru the processThey are fast and quickly fix or give you your money backI have had it both ways I am very happy with them
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer has not received the Gift card According to our records the gift card code was emailed to the consumer's email addressThe email that the customer would receive would not be sent from SquareTradeIt would be sent by the retailer Spoke to the consumer and they did finally get the codeWe have no idea why there was a delay in the emailing of the code Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/19) */ Yes, the company resolved my case after I told them I contacted the Revdex.com [redacted] ________________________________________
SquareTrade is one of the classiest organiisations I have ever dealt with Rapid resolution of a problem with emphasis on customer satisfication [redacted] (Resolution Specialist) had only one goal: To make me happy and satisfied that my problem was fixed I wish I could give them more than stars Their product is also at the top of the list for value In the world of Insurance, they make you feel like you are getting what you pay for I have recommended them to all my friends and family
Square Trade is a rip-off! You pay for a warranty for three years and after years they'll send you a refurbished phone only after you give them a credit card they can charge you for the full price of a new phone if you do not return the old phone completely void of all apps, service and content I thought the money I was paying every month for years was a guarantee that if I needed a replacement I would get one, not a refurbished return from another consumer Definitely, not worth the money I wasted on this company
Sent phone off Monday, received phone back on WednesdayHad to get a refurbished one but it was in good enough conditionI can't complain about anything, my experience was really awesome!
Initial Business Response / [redacted] (1000, 6, 2014/07/02) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the miscommunicationRepairs that we do for you are deducted from your coverage amountBut you should have been notified of this on your last claimI apologize that that did not happen Looking over your case, I see that one of our social media specialists has been able to help you get full compensation on this unit If you have any questions or concerns, please don't hesitate to contact us Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/08) */ I will be posting a response to this after I have received the rest of my compensation for logical reasons that I am sure you can understand Thank you for taking my matter seriously as usual and I greatly appreciate companies such as your's, Revdex.com, for helping the consumer get justice and help others not get burned in the future Have a wonderful day and have a great July 4th Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/07/28) */ As of yesterday, 7/24/14, I have received the refund for the total amount of the cost of the deviceEverything has been resolved finally after speaking with a multitude of customer service agents and managers
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ We are sorry the consumer had issues with his device Due to the delay in repair we are paying the consumer the price he paid for the device We have contacted the consumer and let him know the status of this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Squaretrade refunded me the purchase priceEverythign is resolvedThanks
Initial Business Response / [redacted] (1000, 5, 2014/07/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'll pull your call with Sean and will review it with his manager to provide corrective actionsI apologize for your experience with this As for your tablet, our general resolution with regards your particular item is to send it to one of our repair depots for repair, we do not replace items if they failIf the unit is determined to be unrepairable, we will provide you with a full reimbursement of the purchase price Please have the tablet sent in using the pre-paid shipping we've provided and we'll get it repaired as soon as possible Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never recived a shiping label for it so I can not send it anywhereEvery other time I've called they've just sent me a gift card for the reimbursement of the itemThat works much better than this hassl Final Business Response / [redacted] (4000, 9, 2014/07/21) */ Hi ***, I'll request another label to be sent out to youI apologize for the hassle, but we have different resolutions for different devices I'll get this expedited to you right away Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ We are sorry the consumer had issues with their device The consumer's warranty was cancelled for non-payment b/c of the prolonged lapse in coverage it can't be reinstated As a one time courtesy we will reimburse the consumer for a repair on his device He has been contacted and is aware of this resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ We are going to the Apple store today to get our reimbursement with your representative [redacted] has helped us to come to a amicable agreement to resolve this matterOnce we receive the receipt and paperwork from the Apple store later today we will scan and email the attachment for our reimbursement to have the phone fixed as discussed with [redacted] Again today is November 4th and we my wife and I are going to get the phone fixed from the Apple Store todayWe will then scan the receipt to have the reimbursement paid for by your companyThank you Final Business Response / [redacted] (4000, 9, 2015/11/05) */ At this time the consumer's issue has been resolvedWe are waiting to receive his receipt to move forward with reimbursement
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi ***, I am [redacted] ***, the Resolution Manager here at SquareTrade I am sorry for the delay on your claimUnfortunately, we did not have your particular phone in inventory when you called us, so the option of having it exchanged overnight was not possible I do see that we've since changed to resolution so you can have it repaired locally and have SquareTrade reimburse you for the repairsLooks like we have your invoice for repair and are processing the reimbursement right now I've refunded you the $as a courtesy due to the hassle our lack of inventory caused youYou should see this credited back to your credit card account in about days Please let me know if I can be of further service Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square Trade processed my claim speedily once I took a more active approach to resolving the situationThe initial lack of communication/respect for my time was regrettable, but I do appreciate the firm's speedy interest in setting things right
Initial Business Response / [redacted] (1000, 5, 2014/04/08) */ Hi ***, I am [redacted] the Resolution Manager at SquareTrade I am sorry for the hassle on this claimYour laptop was covered for $in cumulative repairsYou had previous repairs done to this laptop, which was why it only has $left in coverage Our claims process is streamlined to provide the quickest resolution possible for our customersIn this case, it did cause the issue you had, namely not being given the chance to deviate from just getting paid outWe're working on resolving this to provide more options to our customers In this case, I will make an exception and offer you the remainder of the $for you to make you wholeYou've already been reimbursed $239.99, I'll request a check for $to make your payment completeOur repair depot has also sent you your original harddrive back too, so once you get your new system, you should be able to extract data off of it Give me about a week to get that check to youIf you have any questions or concerns, please contact me at [redacted] @squaretrade.com Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer had these delays with their claim Sometimes when the data is transmitted from our resellers it does not get loaded into our databaseWhen a consumer calls in to file a claim, in that case, the warranty that they have purchased (and have documentation showing it has been purchased) does not show in our database We were able to do some research and find the warranty allowing the consumer to file a claim Due to the delay in service we reimbursed the consumer the warranty price We emailed the consumer this information
Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ We apologize the consumer experienced issues with their device The pictures sent by the consumer shows the television screen has a spider web crack indicating a point of impact and confirming the television was physically damaged As stated in the Terms & Conditions, unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spills The consumer has been advised to contact the reseller to cancel and get a pro-rated refund
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ We are sorry the consumer had issues with their device The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed We are now processing the reimbursement and the consumer should get it by July We have contacted the consumer so they will know when to expect the payment Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No refund check as of todayWas promised an overnight check and still nothingSame typical response as I have been getting the whole time to resolve this issue Next step is to seek legal counsel for breach of contract and theft as they are withholding my money Final Business Response / [redacted] (4000, 11, 2015/08/12) */ We are sorry the consumer experienced delays in receiving their reimbursement The request for over-night shipping of the payment was placed on Thurs 8/but not processed until 8/We are addressing the internal issues that caused that delayWe tracked the shipping of the payment and it was delivered on 8/ Final Consumer Response / [redacted] (2000, 13, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Check has been receivedThank you
We are sorry for any issues the consumer had with their deviceThe consumer purchased our standard warranty that does not cover any accidental damage from handling Our standard protection plan covers mechanical and electrical failures that occur during useExamples include hard drive failures, stuck cell phone keypads, and digital camera sensor failures Since the consumer's device has physical damage we would not be able to cover the item
Wow, the complaints I have read confirm the recent epidemic I have experiencedI have had and used many contracts with square trade over several years and productsI previously gushed to anyone that would listen what an amazing value from an amazing businessTo quote "the best business of any type that I have ever done business with" Over the last several months (trying to get an [redacted] plus that's not already broken) my opinion could not have changed more I have the average hour hold time I get a call center that is now outsourced to Pakistan and can not understand most of what they are saying I received an email, no call, that I had hours to contact them or they would charge me $because there was a "find my phone app on my phone (that it came with) and I read the email about days laterWent through the afore mentioned issues to reach them about getting my $back 4.having to wait days and take different color phones because they did not not have the direct replacementHow "small time" is their operation? 5.at one point getting a broken, inoperable phone out of the package (which is the one and only time I one within 24hours) I called back and got the Pakistan call center who told me it would be several days because they don't overnight (after I told him I got that phone overnight) and he just argued they don'tAsked to speak to his manager, then he tried relaying information between usWhen I insisted on talking to manager he came on and said they would not even begin to process a claim for another phone until they received that broken one backdays later spoke with someone in U.SWho apologized, upgraded the storage on my phone and sent me another color still Received that phone and after trashing pair of earbuds realized that the headphone, earphone did not operate properly Dreading to replace phone again I asked about going to have it repairedI would still have to pay another $deductible and count as another replacement because I did not call the day I got the phone THEY contact a local repair shop and tell me they the repair part in stockI should go there, pay them $(in addition the $deductible) and then send in the receipt Nightmare at repair shopdifferent hour visits and they finally tell me they can not fix the earphone jack Call ST and start ANOTHER claim, it will be at least a week before they will have another phone for me!!! Get new phone a week later, not packaged as they usually areThere was no return box or labelThank god this phone finally works Try to call several times about how to return bad phoneFinally give and figure I will wait for the "just wanted to remind you" phone call which did not comeWhat did come with no phone call was another email that they AREADY charged me SEVEN HUNDRED AND FIFTY DOLLARS for a broken phone that sells for lass than that BRAND NEW I call my friends in Pakistan again and told they WILL NOT reimburse the $until the phone is in their hands (even though THEY did not send me a return box or label)He agrees that I will be reimbursed THE DAY they get the phone, no waiting He says they will have return materials within hours and he will send me email confirming that for some reason he wanted me to stay on phonehours later, no return materials, I go to his email to reply and see what he failed to point out was that he was having someone email a [redacted] bar scan for ME to find a [redacted] store to take my phone to and scan code in my email and they would handle Go to [redacted] stores before someone was able to scan (while on hold again with ST since the first [redacted] location) after another hour on hold to speak with a manager I get a manager that is in U.Stell her my whole story (believe me, this very abridged) during that time I am told I have to pay [redacted] for a box because ST did NOT send me a return box as they say they willI ask the ST manager who definitely did not care about any of it that I should pay for it, I should have brought one from home that I told her I did not have several timesShe had NO concern what so ever and I should go find one or pay [redacted] I got an email yesterday confirming reciept of my phone and claim is 100% completedI still do t have a credit [redacted] it's a waste of time trying to call someone and not wanting to WASTE my time and sanity I replied to their email without much optimism ***How terrible is it that this company outsources its call center to Pakistan where they pay just dollars a week, no federal employee income tax and put their own customers out of work so they can't afford to buy the product the company is sellingThat is very short sighted and insulting to me that they do not support the very people that are making them successful until everything comes full circle and they put themselves out of business for providing horrible serviceThey say penny wise, dollar foolish ***in closing I will point out the obvious, to me, this company has quickly gone from one that I raved about unconditionally to one I WILL NEVER EVER DO BUSINESS WITH AGAINIt's sad there are so few companies that stand out for their performance anymore and we have lost anotherI will miss not being able to do business with the ST of the past [redacted]
I love Square Trade! I have now just registered my third appliance with them My last appliance failed, and I had my reimbursement in hand within three business days! They were easy to work with, friendly and I wouldn't use any other company I know I sound like an advertisement, but they really were super to work with I'm a very satisfied customer
Initial Business Response / [redacted] (1000, 8, 2014/05/30) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on thisWe had sent out an email to you on 5/with a request for clarification, but did not get a responseI'll ask a senior claims agent to contact you right away to get this resolved for youWe had sent out an email to you on 5/with a request for clarification, but did not get a response Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no record of email dated on May 2nd at all Final Business Response / [redacted] (4000, 18, 2014/06/10) */ Dear [redacted] , This is [redacted] a Resolution Specialist here at SquareTrade Per your conversation with one of our representatives on June 2014, we have reached a resolution and will be reimbursing you via checkYou spoke with another Resolution Specialist yesterday who confirmed with you that your checks will be sent in the amounts of $and $respectively, for a total reimbursement for $ If you have any further questions, please do not hesitate to contact usWe are happy to assist you and apologize for the delays and confusing Thank you, [redacted] Resolution Specialist Final Consumer Response / [redacted] (3000, 16, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) A person from Squaretrade called me on June and offered a very good and generous concession, which I agreed onHowever, there is no follon the offer at all after daysSo the matter is still unresolved