Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ We are sorry the consumer is having these issues with paymentThe claim was approved three months ago and there have been delays in payments Our records show that the most recent payment was sent on February We are in contact with the consumer to make sure the check has been receivedIf the check has not been received we will ship the check so we can have a tracking number and find the shipment if lostWe are also going to reimburse the consumer the warranty [redacted] due to the fact that is has taken so long for them to receive the payment
Square trade never delivers as promised sometime over charges the deductibleVery rude when you need helpKeep telling us that [redacted] was wrong where we we're told different than actually we foundIt's a total scamI found [redacted] is right it's square trade who is wrong
Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ We are sorry that the consumer had such a bad experienceSometimes there are systems failures that cause delays in processing claimsThat is what happened in this caseWe were finally able to resolve the system issue and processed the claimThe consumer has received their replacement phoneThe consumer had no responsibility in the delayWe are going to refund the consumer the price of the warranty and refund the deductible Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square trade ended doing everything to make sure that I was satisfied! It's too bad that it had to come to filing a complaint but they made things right!
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted by phone and via email to resolve the complaint We are currently awaiting a response to move forward Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) A representative had call me late December after seeing my complaint asking to call back to resolve the issueI have called them more than times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages Final Consumer Response / [redacted] (3000, 16, 2016/02/23) */ I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this websiteThe laptop will be shipped todayI will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the checkThsnk you Final Business Response / [redacted] (4000, 18, 2016/03/02) */ Our records indicate the consumer's device was delivered on 2/29/It is currently being audited and the consumer's payout will be released within business dayThe consumer has been emailed this information
Initial Business Response / [redacted] (1000, 9, 2015/01/26) */ Received response via email: We are sorry the consumer did not receive the payments as promisedWe don't know why this happenedWe are going to process payments by check to be shipped by FedExThis will include checks, one in the amount of $for payout of the claim and one for $for the reimbursement of the warrantyThese requests were processed on 1/and we anticipate the consumer will receive payments by 1/
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ We are sorry the consumer had a delay in the paymentWe did not have a valid address on file We have reprocessed the check and the consumer should be receiving the check by January The customer is always welcome to speak to a supervisor, although many times a supervisor is not immediately availableIf one is not available then we will process a request for to have a supervisor contact the consumerWe are emailing the consumer to give them contact information to be able to speak to a supervisor if they still wish to do so Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same excuse they have had correct addresses for me and phone numbers and emailsI was even told by [redacted] that my address is correct and I even gave them my work address Final Business Response / [redacted] (4000, 10, 2015/01/27) */ We are sorry for all the delays The consumer emailed us that she did finally receive the payment on January Final Consumer Response / [redacted] (2000, 12, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
This was my first time using a warranty protection plan My experience with Square Trade was great! Filing the claim was very simple, and very fast I was really impressed! Thank you Square Trade! [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion in this caseWe do have the three options you've listed as resolutions for repairBut some of these options might not be available to everybody due to circumstances beyond SquareTrade's control, so what we noted as possible resolutions might not be something we can offer in an actual claim case For example: having an iPhone repaired at a local Apple store is one of the quickest and best options, but some customers are just not physically close enough to an Apple store to make that feasible For overnight replacements, we are limited to what we have in inventory onlyUnfortunately, it is impossible to maintain inventory of every phone being soldWe have to prioritize inventory for the more popular models from bigger service providers I'll see if we can have a senior phone agent contact you to help you get this claim resolved Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) IN A MATTER ON HOURS IT BECOME IMPOSSIBLE? I CALLED ON THE CLAIM DATE I WAS OFFERED THE OPTIONS I ALREADY EXPLAINEDI CALLED WITHIN HOURS AND ALL THOSE OPTIONS CHANGEDALSO WHY HAS MY CLAIM BEEN CLOSEDIT IS NOT RESOLVED I NEVER SPOKE TO SOMEONE TO CLOSE THE CLAIM MY CHILD IS DISABLED AND I NEED HER TO HAVE A PHONE AT ALL TIMES YOU HAVE NOT STATED WHAT IS THE "TRUE" OPTIONSIF I GO TO A QUALIFIED STORE YOU GUYS DEAL WITH I NEED TO BE ABLE TO HAVE THE PHONE THE SAME DAY-AGAIN SHE IS DISABLED AND NEEDS A PHONE AT ALL TIMEMY STATED ALL THIS AND IT SEEMS YOU DID NOT READ OR CARE TOCAN YOU ANSWER MY QUESTIONS Final Business Response / [redacted] (4000, 9, 2014/07/14) */ Hi [redacted] , I'm glad we got a chance to talk and get this issue resolved As we discussed, I'll pre-pay you for a local repair at AppleOnce you have the unit repaired, just send me the invoice and if you have to pay anything over what ST already paid you, I'll make you whole for it Thank you, ***
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer did not get the response they should have had We are currently addressing the response time to complaintsWe are expanding our TV group to accommodate the calls we are now receiving We have found, based on our experience with previous claims, that we can order the part needed for the repair and then send the technician to repair the TV results in a single trip by the technician and resolves the issues in 1/half the time it takes to have a technician go and diagnose the issue and order the part after their first visitThis has improved the response in 95% of our TV claims We have to contact the local repair contractors to schedule an appointmentWe do not promise a repair time until we hear from the local shopThe contractors have to contact the consumer prior to going to the location to perform the serviceAt any time the consumer can ask for a different time to have the service performed In this case the technician did go out to the consumer and resolved the issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ received via email: They sent me a copy of their response and I suppose I finally connected with a support person who is not a script readerIf such a contact had been made initially, this whole issue might have gone away The service company they dispatched is one of the best I have ever encountered from any company I fully understand how Square Trade operates in terms of troubleshooting and attempting to remedy a problem but cannot understand how they have come all this way with the level of support I experienced The bottom line is that even though we determined that the audio function was OK and that the sub-standard speakers on the TV were and still are the problem even after being replaced, perhaps Square Trade should have intervened with Vizio by telling them my problem and their technician's response and made them aware that they have an unhappy customer as a result Although my suggestion may not be performed, I suppose we can put this case to bed and hope that no other problem surfaces during the balance of the warranty, after which time any future problem will be cause for me to buy a new TV thank you [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We are sorry the consumer had issues with their account According to our records our system did a full refund of $We also see, based on the transaction numbers with the financial institution that the funds that were credited to the consumer were $shortWe were not given an explanation by the financial institution as to why the full credit was not processedThe credit of $was confirmed with the financial institution We have contacted the customer to have them contact the institutionWe are also processing a payment for the difference in what we should have sent the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money$- $= $ The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We refund a warranty back to the method used to purchase a warrantyThe financial institution used to purchase the warranty was Paypal We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never usedAlso because the consumer had issues with Paypal this amount will be refunded by check We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refundWe will not post anything on this response to the rebuttal as it is personal informationWe emailed the consumer at the email address listed on the complaint We will send the consumer the email again
Bought a 4-year warranty at Sam's Club for a LG 55" TV Was under the impression when I bought the warranty for $that the TV would be replaced if it failed This was not the caseWorking with Square Trade was disappointing because several appointments were cancelled, the service call took 7-days to set up with the TV out and this service call was cancelled I would not recommend this service warranty to anybody Just not worth the money and aggravation And you better have a phone with a good battery because I was put on hold for hour and minute
Initial Business Response / [redacted] (1000, 6, 2014/08/11) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on this reply, I had sent in a request for some photos of your phoneI wanted to review them first before replying to you From the photos sent, I do see the purple haze on your screen, but there is signs that the screen is physically damaged causing this haze as well as a burned in image This was noticed during the auditing process when we received your phoneThe box the unit was sent in was not damaged, so the issue with the phone was present prior to shippingHad the phone been damaged by our depot, we do have insurance that will cover errors caused by a techIn this case, the unit was damaged prior to receipt at our depot Unfortunately, this damage is not covered by your warranty for this phoneWe offer different levels of coverage under our warranty, and you only have the basic coverage for defects and wear and tear, not physical damage I'll ask our depot to ship your phone back to you, but we will not be able to complete repairs due the damage sustained by the phone Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responseMy phone was NOT physically damaged before I sent it, and I placed that in the initial claim itselfThe "burning" of the phone you say it has could have came from the degree heat that it was sent in, did you think of that? This phone is a malfuction and I request for you to send me the money to repair it as well the money back that I paid you when I signed a contract with you to fix my phone when it had this issuesWhat you are doing is illegal by dening to fix it per the contractI have the contract in my hand that states you will fix my phone even if it was an accident, like you say it wasI am requesting all my money to be sent to meI will not settle until the check is in my handAs I have stated time and time agian this was a malfuction of the phone, how can it all of a sudden of a haze on it when it was NOT dropped! YOu are not GOD, you can not tell me that I physical damaged my phone when I didntI want the money in my hand for what the contract says you will fix and then I will settle Final Business Response / [redacted] (4000, 10, 2014/08/15) */ Hi [redacted] , I'm sorry, but we can not provide a payout on this phone due to the damageI did not say you damaged it, only that we received it damaged I was pointing out that the hazing and issues you described in your claim is consistent with the screen damage our techs saw when they reviewed your phone And generally speaking, cellphones and most electronics do not become physically damaged due to temperature changes due to weather I'm sorry, but we can only offer you a refund on your warranty as this case can not be approved for repair Regards, [redacted] Final Consumer Response / [redacted] (4200, 19, 2014/09/03) */ The consumer indicated he/she DID NOT accept the response from the business.) Again, I do not accept your offerI have done my research and I have provided you with the article that states, and I quote "the popular Galaxy S3, is often susceptible to buor apermanent discoloration of particular areas of the screenBurn-in's are generally caused by a combination of inconsistency in the material." This article proves that this was truly a malfuction of my phone and not an accidentIn the article it also states that samsung has take full responsibilty of this malfuctionMeaning, By the contract I signed you have to fix my phone or you are going against the contract you signed with me So I am requesting that I can send my phone, all cost on you, back to your department for it to get fixed properly and sent back to me in a timely mannerOr you can send me the money to have phone fixed properly which is in cost of around $I also ask after you fix my phone for a full refund of my money for the time and hassle you have placed me through Here is the link to the following article http://vr-zone.com/articles/samsung-denies-responsibility-for-galaxy-s3-screen-b...⇄
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ We are sorry the consumer had problems with their billing The consumer was able to resolve this by working with one of our resolution team members and a full refund of the payments was processed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had issues with their device There are sometimes where our inventory does not have the correct phoneIn this case we tried to source another phone but we had the incorrect model and the customer received the wrong phone We are reviewing our procedure and are training our specialist to better message what the consumer should expect We are reimbursing the consumer the price of the phone and have refunded the price of the warranty back to the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to someone 8/12/regarding this issueThe girl stated that they are unable to find me a replacement phone, and they were going to buy me out of my phone for $However, my receipt clearly shows $I asked to speak with a manager (again) I did finally speak to a managerHe agreed to refund me the price of the warranty given that I had only used a few months of it, and it would expire when I turned my phone inHe also agreed to pay the $stated on my reciept However, I received an email today (8/14/15) that stated I had been approved for a payout of $I called Squaretrade, but unfortunately they do not have anyone answering that phone line and you must leave a message Final Business Response / [redacted] (4000, 9, 2015/08/19) */ We are sorry the consumer had issues with discrepancy of the payment We have process a check in the amount of $that will make up the difference between what the consumer has received and what they were promised The check is being sent out today and is scheduled to be delivered on August
Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer had issues with getting his printer serviced We were unaware that the local technician could not repair the unitWe searched for alternate technicians who could and were unable to find one after one weekFor that reason we are paying out the consumer to resolve this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the payout for our copier/printer and consider the matter closedThank you [redacted] C from SquareTrade and thank you Revdex.com
Initial Business Response / [redacted] (1000, 6, 2014/08/06) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion on this caseIt takes us a few days to process the refund, but the actual timeframe for you to get it, from process to having a check mailed out to you is about business days There shouldn't be any reason why we would deny a refund request, so I'm not sure why our agent told you we have to decide on the refundI'll circle back to his manager regarding this Your refund is in process, please give us a few days to get that check to youWe unfortunately can not refund this to your credit cardThis was a warranty purchased through one of our partner companies, and your credit card information was not relayed to SquareTrade Please let me know if you have any other questions or concerns Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) well it has been the business days that your company stated it would take to process and for me to receive the check and I got the mail today and still nothingsomethings just not right and I think you people need to fix a few things with your company so things like this never happen to other customersat this point I have my doubts that I will receive this so called checkalso you say that you cannot refund to my card because I bought the policy through a partner company, but there is an option on the website to link debit or credit cards to a users account, which I did doso its not like the company didnt have my card info to refund directlyeither way this is the most bogus issue I have ever had with a warranty companyi just want me [redacted] money back and it seems its gonna be a very long processi ask send it via overnight or refund to my [redacted] cardenough with the [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/26) */ Hi ***, You should have the check by nowIf not, please let me knowI've tried contacting you to confirm, but it looks like we were disconnectedIf you need anything, please let me know Thank you, [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ Hi [redacted] , I am [redacted] the resolution manager at SquareTrade I am so sorry for the delay on thisI've checked with out accounting team and it looks like the payout is completed and should be in your PayPal account under [redacted] @gmail.comIf this isn't the case, or if you need assistance with anything else, please contact me at [redacted] @squaretrade.com Regards, [redacted] ***
We are sorry for any issues the consumer had with their device After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival For TV repairs consumers are instructed to have the unit in a serviceable position Before the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs
DO NOT PURCHASE!!!! Waste of money!! My daughter dropped her tablet and cracked the screenI filed a claim explaing to the company what happenedI received and email about the claim being under investigationLater that day I received another email stating that they will replace the tablet and to be expecting a new one in a couple of daysI received the said tablet, opened the box and it was a cheaper version and way smaller than the original one purchasedI called the company and explained to them my problem with a smaller and cheaper versionthe company told me I had declined the option to fix the screen and opted for a new oneNEVER was I given this option!! They emailed me and said we are shipping you a new oneThe guy I was talking to thought the company had the tablet and it was not fixable, no I still had it.,,,,oh I see, well we can refund you the tablet price (minus the taxes and protection cost)So basically, I'm out 50+ dollars and still have to purchase a new tabletThey do not repair products only send you cheaper and smaller version of what you purchased!!! BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device has been salvaged & a payout is being processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received a check in the mail for a full refund for my computer I'm fully satisfied Thank You, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ We are sorry the consumer is having these issues with paymentThe claim was approved three months ago and there have been delays in payments Our records show that the most recent payment was sent on February We are in contact with the consumer to make sure the check has been receivedIf the check has not been received we will ship the check so we can have a tracking number and find the shipment if lostWe are also going to reimburse the consumer the warranty [redacted] due to the fact that is has taken so long for them to receive the payment
Square trade never delivers as promised sometime over charges the deductibleVery rude when you need helpKeep telling us that [redacted] was wrong where we we're told different than actually we foundIt's a total scamI found [redacted] is right it's square trade who is wrong
Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ We are sorry that the consumer had such a bad experienceSometimes there are systems failures that cause delays in processing claimsThat is what happened in this caseWe were finally able to resolve the system issue and processed the claimThe consumer has received their replacement phoneThe consumer had no responsibility in the delayWe are going to refund the consumer the price of the warranty and refund the deductible Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square trade ended doing everything to make sure that I was satisfied! It's too bad that it had to come to filing a complaint but they made things right!
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ We apologize for the issue the consumer experienced with their device The consumer has been contacted by phone and via email to resolve the complaint We are currently awaiting a response to move forward Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) A representative had call me late December after seeing my complaint asking to call back to resolve the issueI have called them more than times, leaving voice messages and my mumber to call me back so the issue can be resolve but they have not call back or respond to my voice messages Final Consumer Response / [redacted] (3000, 16, 2016/02/23) */ I haven't herd back from [redacted] about emailing me the new agreement we had discussed but I do see there is record of it on this websiteThe laptop will be shipped todayI will appreciate if I get a call telling me that Square Trade recieved the laptop and will mail me the checkThsnk you Final Business Response / [redacted] (4000, 18, 2016/03/02) */ Our records indicate the consumer's device was delivered on 2/29/It is currently being audited and the consumer's payout will be released within business dayThe consumer has been emailed this information
Initial Business Response / [redacted] (1000, 9, 2015/01/26) */ Received response via email: We are sorry the consumer did not receive the payments as promisedWe don't know why this happenedWe are going to process payments by check to be shipped by FedExThis will include checks, one in the amount of $for payout of the claim and one for $for the reimbursement of the warrantyThese requests were processed on 1/and we anticipate the consumer will receive payments by 1/
Initial Business Response / [redacted] (1000, 5, 2015/01/19) */ We are sorry the consumer had a delay in the paymentWe did not have a valid address on file We have reprocessed the check and the consumer should be receiving the check by January The customer is always welcome to speak to a supervisor, although many times a supervisor is not immediately availableIf one is not available then we will process a request for to have a supervisor contact the consumerWe are emailing the consumer to give them contact information to be able to speak to a supervisor if they still wish to do so Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same excuse they have had correct addresses for me and phone numbers and emailsI was even told by [redacted] that my address is correct and I even gave them my work address Final Business Response / [redacted] (4000, 10, 2015/01/27) */ We are sorry for all the delays The consumer emailed us that she did finally receive the payment on January Final Consumer Response / [redacted] (2000, 12, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
This was my first time using a warranty protection plan My experience with Square Trade was great! Filing the claim was very simple, and very fast I was really impressed! Thank you Square Trade! [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion in this caseWe do have the three options you've listed as resolutions for repairBut some of these options might not be available to everybody due to circumstances beyond SquareTrade's control, so what we noted as possible resolutions might not be something we can offer in an actual claim case For example: having an iPhone repaired at a local Apple store is one of the quickest and best options, but some customers are just not physically close enough to an Apple store to make that feasible For overnight replacements, we are limited to what we have in inventory onlyUnfortunately, it is impossible to maintain inventory of every phone being soldWe have to prioritize inventory for the more popular models from bigger service providers I'll see if we can have a senior phone agent contact you to help you get this claim resolved Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) IN A MATTER ON HOURS IT BECOME IMPOSSIBLE? I CALLED ON THE CLAIM DATE I WAS OFFERED THE OPTIONS I ALREADY EXPLAINEDI CALLED WITHIN HOURS AND ALL THOSE OPTIONS CHANGEDALSO WHY HAS MY CLAIM BEEN CLOSEDIT IS NOT RESOLVED I NEVER SPOKE TO SOMEONE TO CLOSE THE CLAIM MY CHILD IS DISABLED AND I NEED HER TO HAVE A PHONE AT ALL TIMES YOU HAVE NOT STATED WHAT IS THE "TRUE" OPTIONSIF I GO TO A QUALIFIED STORE YOU GUYS DEAL WITH I NEED TO BE ABLE TO HAVE THE PHONE THE SAME DAY-AGAIN SHE IS DISABLED AND NEEDS A PHONE AT ALL TIMEMY STATED ALL THIS AND IT SEEMS YOU DID NOT READ OR CARE TOCAN YOU ANSWER MY QUESTIONS Final Business Response / [redacted] (4000, 9, 2014/07/14) */ Hi [redacted] , I'm glad we got a chance to talk and get this issue resolved As we discussed, I'll pre-pay you for a local repair at AppleOnce you have the unit repaired, just send me the invoice and if you have to pay anything over what ST already paid you, I'll make you whole for it Thank you, ***
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the consumer did not get the response they should have had We are currently addressing the response time to complaintsWe are expanding our TV group to accommodate the calls we are now receiving We have found, based on our experience with previous claims, that we can order the part needed for the repair and then send the technician to repair the TV results in a single trip by the technician and resolves the issues in 1/half the time it takes to have a technician go and diagnose the issue and order the part after their first visitThis has improved the response in 95% of our TV claims We have to contact the local repair contractors to schedule an appointmentWe do not promise a repair time until we hear from the local shopThe contractors have to contact the consumer prior to going to the location to perform the serviceAt any time the consumer can ask for a different time to have the service performed In this case the technician did go out to the consumer and resolved the issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ received via email: They sent me a copy of their response and I suppose I finally connected with a support person who is not a script readerIf such a contact had been made initially, this whole issue might have gone away The service company they dispatched is one of the best I have ever encountered from any company I fully understand how Square Trade operates in terms of troubleshooting and attempting to remedy a problem but cannot understand how they have come all this way with the level of support I experienced The bottom line is that even though we determined that the audio function was OK and that the sub-standard speakers on the TV were and still are the problem even after being replaced, perhaps Square Trade should have intervened with Vizio by telling them my problem and their technician's response and made them aware that they have an unhappy customer as a result Although my suggestion may not be performed, I suppose we can put this case to bed and hope that no other problem surfaces during the balance of the warranty, after which time any future problem will be cause for me to buy a new TV thank you [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We are sorry the consumer had issues with their account According to our records our system did a full refund of $We also see, based on the transaction numbers with the financial institution that the funds that were credited to the consumer were $shortWe were not given an explanation by the financial institution as to why the full credit was not processedThe credit of $was confirmed with the financial institution We have contacted the customer to have them contact the institutionWe are also processing a payment for the difference in what we should have sent the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally purchased this plan with a phone through eBay, after receiving this response I made sure to check my messages; no further communication has been made on their end to either explain why that amount was refunded, nor have they attempted to refund the remainder of my money$- $= $ The "financial institution" is a reloadable prepaid card from Western Union; which since your supposed repayment troubles, have had no trouble being refunded for the entire price of the phone I'd now like to see your receipts, as I'm most certain none of these things were done and is now an issue of principal and being lied to Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We refund a warranty back to the method used to purchase a warrantyThe financial institution used to purchase the warranty was Paypal We also have concluded that the partial payment was made from SquareTrade due to the Terms and Conditions of the warranty, " If You cancel after the first thirty (30) days from purchase of this Protection Plan, You will receive a pro rata refund based on the time remaining on Your Protection Plan." As we stated we have processed the difference in the full amount and pro-rated amount as the warranty was cancelled due to the fact that the warrant was cancelled and never usedAlso because the consumer had issues with Paypal this amount will be refunded by check We did email the consumer the Unique Transaction ID that they can use to find out why they did not receive the full refundWe will not post anything on this response to the rebuttal as it is personal informationWe emailed the consumer at the email address listed on the complaint We will send the consumer the email again
Bought a 4-year warranty at Sam's Club for a LG 55" TV Was under the impression when I bought the warranty for $that the TV would be replaced if it failed This was not the caseWorking with Square Trade was disappointing because several appointments were cancelled, the service call took 7-days to set up with the TV out and this service call was cancelled I would not recommend this service warranty to anybody Just not worth the money and aggravation And you better have a phone with a good battery because I was put on hold for hour and minute
Initial Business Response / [redacted] (1000, 6, 2014/08/11) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on this reply, I had sent in a request for some photos of your phoneI wanted to review them first before replying to you From the photos sent, I do see the purple haze on your screen, but there is signs that the screen is physically damaged causing this haze as well as a burned in image This was noticed during the auditing process when we received your phoneThe box the unit was sent in was not damaged, so the issue with the phone was present prior to shippingHad the phone been damaged by our depot, we do have insurance that will cover errors caused by a techIn this case, the unit was damaged prior to receipt at our depot Unfortunately, this damage is not covered by your warranty for this phoneWe offer different levels of coverage under our warranty, and you only have the basic coverage for defects and wear and tear, not physical damage I'll ask our depot to ship your phone back to you, but we will not be able to complete repairs due the damage sustained by the phone Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responseMy phone was NOT physically damaged before I sent it, and I placed that in the initial claim itselfThe "burning" of the phone you say it has could have came from the degree heat that it was sent in, did you think of that? This phone is a malfuction and I request for you to send me the money to repair it as well the money back that I paid you when I signed a contract with you to fix my phone when it had this issuesWhat you are doing is illegal by dening to fix it per the contractI have the contract in my hand that states you will fix my phone even if it was an accident, like you say it wasI am requesting all my money to be sent to meI will not settle until the check is in my handAs I have stated time and time agian this was a malfuction of the phone, how can it all of a sudden of a haze on it when it was NOT dropped! YOu are not GOD, you can not tell me that I physical damaged my phone when I didntI want the money in my hand for what the contract says you will fix and then I will settle Final Business Response / [redacted] (4000, 10, 2014/08/15) */ Hi [redacted] , I'm sorry, but we can not provide a payout on this phone due to the damageI did not say you damaged it, only that we received it damaged I was pointing out that the hazing and issues you described in your claim is consistent with the screen damage our techs saw when they reviewed your phone And generally speaking, cellphones and most electronics do not become physically damaged due to temperature changes due to weather I'm sorry, but we can only offer you a refund on your warranty as this case can not be approved for repair Regards, [redacted] Final Consumer Response / [redacted] (4200, 19, 2014/09/03) */ The consumer indicated he/she DID NOT accept the response from the business.) Again, I do not accept your offerI have done my research and I have provided you with the article that states, and I quote "the popular Galaxy S3, is often susceptible to buor apermanent discoloration of particular areas of the screenBurn-in's are generally caused by a combination of inconsistency in the material." This article proves that this was truly a malfuction of my phone and not an accidentIn the article it also states that samsung has take full responsibilty of this malfuctionMeaning, By the contract I signed you have to fix my phone or you are going against the contract you signed with me So I am requesting that I can send my phone, all cost on you, back to your department for it to get fixed properly and sent back to me in a timely mannerOr you can send me the money to have phone fixed properly which is in cost of around $I also ask after you fix my phone for a full refund of my money for the time and hassle you have placed me through Here is the link to the following article http://vr-zone.com/articles/samsung-denies-responsibility-for-galaxy-s3-screen-b...⇄
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ We are sorry the consumer had problems with their billing The consumer was able to resolve this by working with one of our resolution team members and a full refund of the payments was processed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We are sorry the consumer had issues with their device There are sometimes where our inventory does not have the correct phoneIn this case we tried to source another phone but we had the incorrect model and the customer received the wrong phone We are reviewing our procedure and are training our specialist to better message what the consumer should expect We are reimbursing the consumer the price of the phone and have refunded the price of the warranty back to the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to someone 8/12/regarding this issueThe girl stated that they are unable to find me a replacement phone, and they were going to buy me out of my phone for $However, my receipt clearly shows $I asked to speak with a manager (again) I did finally speak to a managerHe agreed to refund me the price of the warranty given that I had only used a few months of it, and it would expire when I turned my phone inHe also agreed to pay the $stated on my reciept However, I received an email today (8/14/15) that stated I had been approved for a payout of $I called Squaretrade, but unfortunately they do not have anyone answering that phone line and you must leave a message Final Business Response / [redacted] (4000, 9, 2015/08/19) */ We are sorry the consumer had issues with discrepancy of the payment We have process a check in the amount of $that will make up the difference between what the consumer has received and what they were promised The check is being sent out today and is scheduled to be delivered on August
Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ We are sorry the consumer had issues with getting his printer serviced We were unaware that the local technician could not repair the unitWe searched for alternate technicians who could and were unable to find one after one weekFor that reason we are paying out the consumer to resolve this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the payout for our copier/printer and consider the matter closedThank you [redacted] C from SquareTrade and thank you Revdex.com
Initial Business Response / [redacted] (1000, 6, 2014/08/06) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusion on this caseIt takes us a few days to process the refund, but the actual timeframe for you to get it, from process to having a check mailed out to you is about business days There shouldn't be any reason why we would deny a refund request, so I'm not sure why our agent told you we have to decide on the refundI'll circle back to his manager regarding this Your refund is in process, please give us a few days to get that check to youWe unfortunately can not refund this to your credit cardThis was a warranty purchased through one of our partner companies, and your credit card information was not relayed to SquareTrade Please let me know if you have any other questions or concerns Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) well it has been the business days that your company stated it would take to process and for me to receive the check and I got the mail today and still nothingsomethings just not right and I think you people need to fix a few things with your company so things like this never happen to other customersat this point I have my doubts that I will receive this so called checkalso you say that you cannot refund to my card because I bought the policy through a partner company, but there is an option on the website to link debit or credit cards to a users account, which I did doso its not like the company didnt have my card info to refund directlyeither way this is the most bogus issue I have ever had with a warranty companyi just want me [redacted] money back and it seems its gonna be a very long processi ask send it via overnight or refund to my [redacted] cardenough with the [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/26) */ Hi ***, You should have the check by nowIf not, please let me knowI've tried contacting you to confirm, but it looks like we were disconnectedIf you need anything, please let me know Thank you, [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ Hi [redacted] , I am [redacted] the resolution manager at SquareTrade I am so sorry for the delay on thisI've checked with out accounting team and it looks like the payout is completed and should be in your PayPal account under [redacted] @gmail.comIf this isn't the case, or if you need assistance with anything else, please contact me at [redacted] @squaretrade.com Regards, [redacted] ***
We are sorry for any issues the consumer had with their device After looking into the consumers account the device showed evidence of physical damage upon the technicians arrival For TV repairs consumers are instructed to have the unit in a serviceable position Before the technician can proceed with any repairs on a unit, it must be inspected for any signs of physical damage If there are any signs of physical damage, the technician is in instructed to take pictures and leave the unit without attempting any repairs
DO NOT PURCHASE!!!! Waste of money!! My daughter dropped her tablet and cracked the screenI filed a claim explaing to the company what happenedI received and email about the claim being under investigationLater that day I received another email stating that they will replace the tablet and to be expecting a new one in a couple of daysI received the said tablet, opened the box and it was a cheaper version and way smaller than the original one purchasedI called the company and explained to them my problem with a smaller and cheaper versionthe company told me I had declined the option to fix the screen and opted for a new oneNEVER was I given this option!! They emailed me and said we are shipping you a new oneThe guy I was talking to thought the company had the tablet and it was not fixable, no I still had it.,,,,oh I see, well we can refund you the tablet price (minus the taxes and protection cost)So basically, I'm out 50+ dollars and still have to purchase a new tabletThey do not repair products only send you cheaper and smaller version of what you purchased!!! BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceOur records indicate the consumer's device has been salvaged & a payout is being processed Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just received a check in the mail for a full refund for my computer I'm fully satisfied Thank You, [redacted]