SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/10/14) */
We apologize that the consumer had issues with their device
The consumer has been issued a payment and is scheduled to receive the payment reimbursement on 10/16/The consumer has been contacted and is aware of this
resolve
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received the check US$at Oct 21st (after 10++ phone calls and conversation, month days after claim was approved), just wish in the future when they send claim payment using Fedex/UPS/USPS Tracking Number, this case will not be happened (compared the shipping fee w/ all the time we both spent and price we paid)Credit claim paid was promised, waiting for the documents to be sent
Final Business Response /* (4000, 9, 2015/10/23) */
The consumer received her claim payment on October 21stThe suggestion to include tracking information for claim payments has been noted and will be forwarded to management
We contacted the consumer to address any additional concerns but we have not received a response
Final Consumer Response /* (2000, 12, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hopefully the credit was sent

The best insurance I have ever hadI had a laptop that would not charge filed a claim and as soon as I sent it to them they had paid my claim through PayPal the same dayTHE SAME DAY! It was amazingI will be sure to get my next plan through them again

Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry the consumer did not receive the reimbursement as promised
Part of the delay is the fact that there were some discrepancies with the documentation we had on fileThe consumer was able to resolve those and we proceeded with
the reimbursement
We had a number of system problems that did not allow the reimbursement to be sent out in the time that we normally send out the paymentWe have addressed those issues and are almost caught up in our backlog
We are also addressing our training so that our specialist don't just recite what the time to receive a payment but to look further is that time has been exceeded and give the consumer valid information about their case
According to our records the payment was sent via emailWe have contacted the consumer to see if they have received the payment so that we can resend it or use an alternate method of payment to make sure the consumer gets their reimbursement

Initial Business Response /* (1000, 5, 2014/04/25) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
Unfortunately, we're not going to be able to cover your XPSYour claim noted that the unit was droppedYour warranty with SquareTrade covers mechanical defects,
but not for damageThis was denied automatically by our claims system
Regarding the call issues over the weekend, I did not see any records on our phone system that you called inI did find the call you made to *** on Monday, so unless you were using a different phone number, you might have called the wrong numberI heard you tell *** that the calls you made mentioned a Walmart giftcard promotionI've check with our marketing team and we do are not running that sort of promotions on any of our inbound lines
Would it be possible for you to check your Caller ID for the number to you called and email that to me to check?
Thank you,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that the warranty does not cover accidentsWhat I do not accpet is that there was no call recordedi have phone log of calling the exact number that I used to contact *** it was the same number that is listed while pulling up your websiteI could only guess that there was something fraudulentHowever you would not have seen me on the log as my information was never taken down and it was the point of my frustrationi couldnt get anyone to talk to meThe persons sounded foreign heavy accent
Final Business Response /* (4000, 9, 2014/04/29) */
Hi ***,
I'm sorry for your experienceBut I honestly do not see any calls from you prior to your conversation with *** Our calls are logged and if one of our agents had treated you the way you described, we will take disciplinary action
I'll have an engineer check into the call logs further, but from what I can see, we only had that one contact with ***
Regards,
***

Initial Business Response /* (1000, 5, 2014/12/09) */
We are sorry the consumer has had delays in the repair of their unitAccording to our records an email was sent to the consumer on November with a link to be able to print a pre-paid shipping label, instructions on how to send the unit
to us for repair and information on what will happen nextWe will contact the consumer and send them the shipping label to send the unit in for repair, as per our Terms and ConditionsHowever, in this case, we would be willing to work with the consumer, make an exception and give them a full reimbursement of what they paid for the item (that would not include shipping as per our Terms and Conditions) if that is what they prefer or they can cancel the warranty for a full refund of the warranty price, but we cannot offer all three

Initial Business Response /* (1000, 10, 2015/01/26) */
Received response via email:
Consumer applied coupon to full price of warranty, was expecting the coupon to be applied to the sale price of $Coupons only apply to the full priceThe customer states that they were charged $124,
they were charged $86.80, 30% off the full price of $Before purchasing the warranty the consumer is presented with the price of the warrantyThe specialist explained how the system calculates that price
We are willing, in this case, to offer the consumer a refund so they will get the price they thought they were going to get as long as they understand it is a one-time exception
Initial Consumer Rebuttal /* (2000, 12, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that this is a one time exception

Initial Business Response /* (1000, 5, 2015/02/19) */
We are sorry the consumer had delays in processing their claim
Sometimes our data base is not accurate and the system processes claim based on what is in the data base, not what the customer actually has
Because of these delays we are
going to reimburse the consumer the deductible charged and will refund the warranty priceThis will not complete the warranty and it will be available for additional claims until the expiration date of the warranty
We are also shipping the replacement phone overnight

Initial Business Response /* (1000, 5, 2014/05/21) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for your troubles, but this is not a SquareTrade issueSquareTrade offers warranties for consumer productsIt sounds like you're doing business with
Square, the credit card processing serviceSquare can be found online at squareup.comThey have a support page at https://squareup.com/help/en-us/contact
I wish you luck in resolving this issue with SquareRevdex.com, if possible, can you resubmit this complaint to the appropriate company?
Regards,
*** ***,
SquareTrade

Initial Business Response /* (1000, 5, 2015/05/14) */
We are sorry the consumer had issues with their device
The consumer was misinformed regarding our shipping scheduleWe can only process advance exchange phones if they are process so that the next day would be a business dayIn the
case of this claim the shipping was processed on Friday, delivery would be the next business day, MondayFor unknown reasons the claim was not processed and had to be reprocessed for a delivery of a phone on Wednesday
If a supervisor is not available the specialist cannot commit that they will return their call within a set timeWe do have procedures in place whereas a manager will call the customer back but the turnaround time for those types of claims is - hours
Due to the poor experience the consumer had we have refunded the $deductibleWe have also noted that the next claim we will refund the deductible againThis information has been emailed to the consumer
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/04/16) */
Hi ***,
I am *** *** the Resolution Manager at SquareTrade
I am so sorry for the state of the repairWe'll proceed with retrieving this iPad for a full reimbursement for you
I believe you've spoken to one of our claims
manager regarding this already, but I will check in with him and the agent working on your case to ensure that the reimbursement is handled
Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was the support in the first placeThe complaint stemmed from not receiving reasonable interpretation of the warrantyas if there was a commission paid to the agent when no replacement was made availableAlthough I'm sure that's not a correct interpretation, it seemed that wayThe contact and support in the last few days has been perfectjust like it used to be

Initial Business Response /* (1000, 5, 2015/06/23) */
We are sorry the consumer is had problems with their device
Our Terms and Conditions do not provide for SquareTrade directly paying a local shop for repairsIf a local shop deems a unit unrepairable the process is for the unit to be
sent to our depot to confirm it is not repairable with our techniciansWe do not automatically offer a payout based on a local repair shop evaluationThe only resolution that would not require the consumer to pay first is if they ship the device to our repair depot for evaluation and repair
The fastest way to have a unit repaired is having the consumer find a local shop, pay for the repair and then SquareTrade will reimburse them the cost of repairIf we reimburse using Paypal SquareTrade pays the fee and the consumer will not have to
No warranty covers taxes paid for the purchase of a device, the warranty only covers the price of the item before taxes
The consumer did send the unit in for repair and it is now being shipped to the consumer

Initial Business Response /* (1000, 5, 2015/03/04) */
We are sorry the consumer had an issue with their device
When we recover a device that has a security lock on it we are unable to salvage the unit therefore unable to process a claimThe consumer has tried to turn off that feature but
has been unable to as per his complaint
In this case we will make an exception, process the claim and pay the customer what he paid for the phone
We are in contact with the consumer to have this happen

Initial Business Response /* (1000, 5, 2014/04/07) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am so sorry for the delays on this claimI can see that its been going on for too longI'll process a check for your TV right away and will also get you a refund
on your warranty as you requested
I see that *** had been able to help you get a new labelThe original agent made an error in requesting your shipping labelI am sorry for thatI'll speak with his supervisor regarding this training opportunity
Your TV has been shipped and a check has been processed for a refund alreadyYou should get both checks, for your TV and warranty, next week
Please contact me at ***@squaretrade.com if you do not see either one
Thank you,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response and the refund of my warrantyI accept this response because the company has finally been informed of the issues at stake as well as acted upon my frustrations

I am an I.TConsultant and as well as an instructor at a local college, over the last years I've suggested Square Trade and at times purchased and transferred warranties to my clients Up until this month I could only say positive things about Square Trade, as only a few handheld devices and hard drives ever required warranty service
days ago I had a $CAD Workstation fail to start, I uploaded the receipts for my client and started a claim Square Trade states that they will contact you within hours At approximately hours out a tech sent out an email for LAPTOP troubleshooting steps, we replied within minutes stating that the CAD Workstation was not a laptop, and General troubleshooting had been performed by a certified tech No one contacted us for days, I called again and explained further, a technician from*** was then assigned the job and Square trade ordered a new motherboard and PSU The day after the technician's NO SHOW, we called again*** assigned the job to a second tech who lived hours away He came within an additional days but only one of the two parts had arrive We had to use a power supply purchased by my client(Not feeling the professionalism here) At this point we were days and phone calls in; We just needed the computer fixed, having a CAD Workstation down for two weeks is expensive The tech replaced the motherboards and Power Supply, he spent hours on site as well as hours on the phone The Tech couldn't find what was wrong, at which point he stated verbally and on his" work order" that Blank@techsupport ordered another Motherboard and CPU He said that he'd be back in days and the parts were being drop shipped to my client's office, Upon closer observation my client found that the pins were damaged on one of the hard drives and one of the memory DIMM's wasn't pushed in, he actually damaged the second drive, unbelievable After no parts arrived yet again and no contact from Square Trade,***, or the tech in days, the original tech calls and he is coming in to "pick up the old motherboard" as he will be charged if he doesn't pick it up Not coming in to fix it, he's coming in to FIX the computer At DAYS out I call Square Trade, they wanted to send out another tech from***, I explained that my client has lost all confidence in***, the last tech actually did more damage, and we'd be looking at least another days lost productivity considering the parts order process and the two days for the tech to even schedule I stated that my client wasn't just upset with*** and Square Trade, but upset with me as a consultant and now I run the risk of losing this client They escalated the call and I explained that a tech was coming out today to pick up old parts and at that time the computer should be fixed A hour phone call later the Customer Service representative said taking into the consideration the trouble you've had, I'm going to issue a reimbursement for the computer, a check will be dispersed within days of receipt of the failed computer He sent an email to my client to create a "Return Merchandise Mail" label
Finally at least my client will feel the problem over the last month has been resolved I call my client and tell him the good newsTHEN after all of this time and energy, the representative calls my client and says, "The system won't let him do a reimbursement and he'll have to take the computer to a local repair shop, pay for the repairs, and get reimbursed Seriously...how humiliating as a consultant My clients onsite warranties have proven to be garbage, I'm humiliated, Square trade's "Offshore" support didn't work well with their contracted tech support***, and the tech struggled with a repair we teach our beginning student's to do in under hours As of today I don't know where things stand with my remote client, as he is pretty upset, I am in the process of discussing cancelling the current 40+ warranties with the company involved above as well as others Anyone know of a company that will warranty computers month to years old? At this point I can't recommend Square Trade as a viable solution for anything beyond hand held devices, I've lost hours plus of my own time, my clients lost over work days on the computer and it still isn't' fixed and I may lose the client I'm as embarrassed for Square Trade as I am for myself Like many people, I am guilty of not posting the positive experiences I've had with companies, and again I say, as a consultant my experiences had be positive for apparent unrepairable items But the apparent failure of customer service due to no accountability amongst the sub-contracted companies was ugly to say the least

Initial Business Response /* (1000, 5, 2014/07/14) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTradeI am so sorry for the mishandling on this account
The agent who accidentally charged you will be pulled from the phones for re-training and recertification before
being put on the phones
I see from our notes that one of our managers have been able to get your refundes processedI'll check in with him to make sure everything is shipshape
Again, I am sorry for the mishandling of your refund
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not received my money back, should not have to continue to wait for my illegal obtained fundsWas informed that my checks would be sent by "Federal Express", for next day delivery
Business Response /* (4000, 11, 2014/09/25) */
Hi ***,
My name is *** ***, and I'm a resolution specialist here at SquareTrade
Our company has recently undergone some restructuring, and the manager previously overseeing your case is no longer with the company
It was brought to my attention that your case had been re-opened, so I wanted to reach out and see if there was anything SquareTrade could do to help make this situation right
Going through our accounting logs, I saw that checks for $were mailed out back on 07/to the following address:
** *** St
#
*** ** XXXXX
Have you received these checks? And if not, if there an alternate address you'd like them mailed to? I'm happy to process an overnight check request to get these funds to you as soon as possible
I've left a voicemail for you at (XXX) XXX-XXXX, but if there's a better way to reach you, please feel free to call or e-mail me any time
Thank you,
*** ***
XXX-XXX-XXXX ***
***@SquareTrade.com
Consumer Response /* (2000, 13, 2014/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, received checks weeks after the fact not within business daysAgain, one should of been a refund and the other should of been a charge reversalInstead of them issuing a credit they debited account without permission and then instead of releasing the charge I was forced to wait weeks for a checkStill not sure why it was not fixed immediately and why I had to wait for a check by mailBut money was refunded

Initial Business Response /* (4000, 7, 2015/02/11) */
We are sorry the consumer had an issue with their item
There are procedures set up to make the repair experience a secure and quick oneThat clearly didn't happen in this caseThe Alice that the consumer is referring to is a member of
our resolution team and will follow up with the consumer to ensure that the issue will be resolved as promised
Final Consumer Response /* (3000, 5, 2015/02/10) */
I did finally talk to a supervisor at the companya woman named Alice at extension She has assured me that my computer will be fixed and that the company will pay for all repairs that are covered by the warrantyStill, the customer reps were pretty poor and one was even rudeI will file another complaint if the issue is not resolved as promisedI hope that is not the caseThank you for your tim and trouble! *** M***

Initial Business Response /* (1000, 5, 2014/06/06) */
Hi ***,
I am *** ***, the Resolution Manager at SquareTrade
I am sorry for the delayI will have someone in our accounting department check into your payment and will make sure you're paid out by end of day today
We do
have a day payout gaurantee, that means, once you send in your item, we'll process the payment within business daysThe processing of said payment, will be beyond those days, thoughDepending on payment type, it could either be an extra to days for PayPal payment or about days for a check to be sent out
In your case, we did approve your payout a few days ago and generally, you should see the funds in your PayPal account by nowBut it looks like there might be some sort of issues, which will take a bit of investigatingBut I will get this resolved for you by end of day today
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On your website it clearly says 2-business daysI want you to follow your gaurnteeIf you do not I'm sure the Revdex.com will help me
Final Business Response /* (4000, 9, 2014/06/10) */
Dear ***,
I apologize for the confusion regarding your paymentNowhere on our website does it state that "your Paypal payment will be processed in 1-business days or your warranty is free"That is not a policy of our companyWe have a policy that if your repair is not completed within business days, we issue a refund to you for the purchase price of your warrantyIf your refund is set up as a Paypal payment initially, those funds are transmitted within 2-business days
You contacted us on May to check the status of your payment via check, the form of payment that was chosen at the time you filed your claimFor this type of claim, payments are sent when our facility receives the itemYour request to change for of payment was done after your check was printed and mailedThat check is currently en route to you, and you should be receiving it shortly
Thank you,
***
Resolution Specialist
Final Consumer Response /* (4200, 13, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would look at your website again sir don't play tricky word games with me

Final Consumer Response /* (2000, 6, 2014/08/14) */
This case can be CLOSEDSquareTrade finally make the transfer ($claim) into my PayPal account
The Customer Service Spvr (***) gets credit for the solutionIt shouldn't have needed to get to him, but the ST Accounting group
procedures and practices needs to be internally reviewed by ST management

Initial Business Response /* (1000, 5, 2014/12/18) */
We are sorry the consumer had an issue with his deviceThe issues that were reported after the first repair were that the unit overheated and ran slowThe unit was sent back to our repair facility and testedThere were no repairs done
at that time as the unit did not failThe unit got hot during testing, but not enough to cause the unit to shut downThe consumer also said that there were scratches on the unitScratches are cosmetic and are not covered under Terms and Conditions of the warrantyA third claim was filed and the consumer did not want to send the unit in for repairAs per our Terms and Conditions we will not payout on a unit unless there is at least attempts at repairing an item after a first repair
The time line of the issues are as follows, the first claim was filed on 10/as the consumer stated but was not repaired locally as the claim was set upWe were told the local shop deemed the item unrepairable, but the consumer provided no documentationAs per our Terms and Conditions we do need our facility to diagnose the unit prior to us doing a payoutThe unit was received on 10/The unit was repaired and sent back to the consumer on 11/The consumer complained of the overheating and the scratches on the unitIt was then shipped back to us and received on 11/After extensive testing the facility found no issues with the unit and shipped it back to the consumer on 11/
We understand the consumer's hesitation with not having the unit sent back to the same facility that did not find an issueFor that we reason the consumer was offered the option of having an authorized local repair shop fix the unit and we would reimburse them for the cost of the repairThe consumer refused that offer
We will contact the consumer to see if we can offer another solution that would still fall within our Terms and Conditions

Initial Business Response /* (1000, 5, 2014/09/10) */
Hi ***
I an *** ***, the Resolution Manager at SquareTrade
I am sorry for the hassle on this caseGenerally water damaged units are not covered under your warranty
But you are correct about coverage for this particular
unit since it was supposed to be water proofedI'll have one of the resolution team reach out and get this resolved for you
Thank you,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/09/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, *** *** has reached out to me and will work with me on thisI have sent out the phone as he has requested and then have a check sent to reimburse me the cost of the phone so I can buy a new one