Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize for the issues the consumer experienced The consumer has been contacted to move forward with the claimAt this time we are awaiting a response Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were very helpful in closing this claim this timeI have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics
Final Consumer Response / [redacted] (2000, 8, 2015/01/21) */ A Member of the Management Team contacted me directly and resolved this situation. It took Several additional calls and explanations before they agreed to fulfill their obligations of the Warranty & BuyBack program. I believe most... consumers would have given up. I am satisfied with the resolution at this point, but it should be noted that several attempts had been made to resolve this before I had to file a complaint.
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceThe check has been reissued & the customer should receive it by 2/8/The consumer has been contacted & is aware of the resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the checkThis is supposedly the second check they sent out that has not been receivedI would like this check to be sent out overnight, signature required Final Business Response / [redacted] (4000, 9, 2016/02/17) */ We have issued two checks to the consumer and they were not receivedThe consumer provided an alternative address & we resent the checkWe are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-business days
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusionBut the Buy Back program is not the same as our warranty protectionIt is a special feature that we offer along with our protection as an extra service The Buy Back program offers phone owners a quick and convenient way to sell their older, fully functional cellphones to acquire funds to upgrade to a newer unitBut only fully functional phones qualify for this service The protection plan, will cover you for repair or replacement of your defective phone In your case, since the phone has a cracked screen, it would need to be repaired or replaced by filing a claim with SquareTrade first From notes on your account, I see that you're already in process to get your phone replacedOnce that's done, you should still be able to use the Buy Back plan if you wish Please contact us if you have any other issues or questions Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We don't accept this because on the brochure we were given, it clearly lists the "Buy Back" as another optionIt does not say the phone has to be in good conditionIt's given as a perk to encourage buyers to purchase the insuranceIt's deceptive and not acceptableIf that's the rule then it NEEDS TO BE STATED ON THE BROCHURE RIGHT NEXT TO THE EXPLANATION OF THE BUY BACK PROGRAMNot as a surprise later on Final Business Response / [redacted] (4000, 9, 2014/08/06) */ Hi ***, I'm sorry for the confusion, the Buy Back plan is a perk as you've noted, but I can understand why you might see it as another option to a claims resolution too I'll forward this concern to our marketing department Your replacement phone should be sent to you by nowAnd you should be able to use the Buy Back as you originally requestedIf you have any issues with this, please let me know and I'll do my best to assist with this Regards, [redacted] Final Consumer Response / [redacted] (2000, 11, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseWish this information had been offered soonerPlease consider changing your brochure to reflect the actual terms [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ We are sorry the consumer had issues with the billing We also do not understand why the credit cards are not being billed properlyWe have escalated the issue to the proper department to resolve it This issue will not affect the validity of the warranty as we have documentation of the consumer trying to make payments If there are any incidental charges to the consumer due to this issue Squaretrade will reimburse the consumer for these charges We have contacted the consumer to let them know we are working on the issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company contacted me to resolve the issueThe issue is still being working on, however, they have reassured me that the policy is still active (even though they have not been able to fix the payment issue)As long as they honor the policy and do not charge any late fees, I am satisfied with their responseI am still annoyed that it required a Revdex.com complaint for them to communicate properly with me
Two months later on a $item and I can't get any resolution from SquareTrade! I have sent my receipt times and they have lost it each time! A month and a half later they told me they finally "found" my receipt and would be in touch in hoursThat was weeks ago I keep trying to call and now they act like they can't hear me on the line! Seriously! Worst warranty company I have ever dealt with!
I have purchased a warranty for my [redacted] camera with SquaretradeOn I after phone consultation with custservice I sent my item to adress provided to get it repairedTwo months passed, after numerous phone calls and emails finally today I received info that my camera is on the way backYet the shipping address was wrongIn the meantime we travelled from Florida to Michigan where I workI called to update the address and later checked again if it has been changed from FL to MI I was assured of the changeIn today's email they informed about shipment of the repaired camera to the previous addressI called imediately to correct it (again), only to find out that they can't fix the camera and will send me a replacement or checkThis totally contradicts the information in the emailThe business practices at Squaretrade are very unprofesional, starting from the lenght of time to resolve my claim (months! and counting), giving me conflicting information, not answering my emails, and it takes forever to reach customer service- every time I called they had "an unusually high call volumes"It seems that they need more agents and also more respect for the clientsThis is the worst warranty firm I ever dealt with
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ We are sorry the consumer delays in the repair of their device We only purchase replacement parts from reliable sources that we have a relationship withIn that way if the part does not work it allows us to acquire replacement much faster This repair has gone beyond our day guaranteeWe will be refunding the consumer the price of the warranty as per our guarantee Upon further diagnostics the depot discovered that additional parts are neededThis would put the repair beyond weeks and are offering the consumer a payout of the tablet
Initial Business Response / [redacted] (1000, 5, 2014/10/08) */ We are sorry that the customer is having issues with their equipmentOur Terms and Conditions state that the warranty will cover total repair costs less than or equal to the purchase price of the item over the life of the warrantyThe customer was not aware of thisIn this case we will make an exception and will work with the customer to get their laptop repaired
Initial Business Response / [redacted] (1000, 5, 2015/02/09) */ We are sorry the consumer is having these issues Our policy is that if there is an issue with an item to rework the repairWe will do that as long as the consumer files a claim with us within days of the return of the itemThe second claim was in OctoberThe customer also complained about the battery not being repairedAs per the Terms and Conditions of our warranty we do not cover consumer replaceable items such as batteriesThe wireless drivers are not a hardware issue but a software issueOur warranties only cover hardwareUpon return of a repaired unit the consumer is responsible for installing all software However due to the delay in our response and the issues the consumer is still having and as a sign of our wiliness to work with our customers we are going to settle with the consumer by refunding the warranty price and the price the consumer paid for the itemWe are in contact with the consumer to have that happen Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has contacted me and agreed to refund the cost of the computer and the cost of the warrantyThank you to the Revdex.com for helping me to resolve this problem
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ We apologize the consumer experienced issues with their deviceThe consumer's payout has been processed and should be received by November 12, via their selected payment method Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/17) */ I was told by the Supervisor on Sunday 11/8/that my documents were located, all emails I sent, and I that I would receive my reimbursement via paypal with in one business dayI have an email confirmation for thisI waited hours before calling backI spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business dayThat was on 11/11/It is now 11/13/and I had to call again and ask for another supervisor who notified me that my payment would be processed today and I should receive it by tonight or tomorrowThis is what I have been times nowThe supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it thenI keep getting the run around and have now left a message for corporate officeIt took me a week to obtain that number as they were all unwilling to provide the numberI expect a call from the corporate office as all the reps and supervisors I have spoken with have given me the runaround and have not provided accurate informationThis needs to be addresses immediately Final Business Response / [redacted] (4000, 10, 2015/11/19) */ The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We are sorry the consumer had issues with their deviceThere are two types of coverage offered for this type of itemThe first is named "Standard" which covers mechanical failure but not damageThe second type of warranty is named "Accidental Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damageUnfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverageDue to the confusion, SquareTrade would like to make the exception and take care of this caseWe attempted to contact the consumer a couple of times and just waiting to hear back Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked my voicemail and I do not have a responseI have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last weeksThis is simply ADVERTISINGI don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past)It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with Advertising Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with their device We have been trying to contact the customer by calling the number we have on fileThat number is probably incorrect as the consumer has not received any of our messagesWe will email the consumer to let them know that we are going to make an exception and pay them out
On August 8th I begin my claim with SquareTrade When I purchased this warranty service on both my wife and I's Iphones I was sold on the literature and sales persons assurance that if anything happened to my phone I would have a replacement with business hours Well...I didn't have use my warranty until 3/years later (August 8th) Prior to me contacting SquareTrade I was able to troubleshoot with [redacted] my provider and it was diagnosed that my phone was having hardware malfunction [redacted] tried to sale me on their open enrollment insurance for only $a month to have my Iphone replaced within hours due to this hardware failure I told them NO...I have SquareTrade Big MISTAKE! My first call to square trade I set up my email and mailing address for my new phone after they diagnosed the issue SURPRISE! They didn't have my phone in inventory to send a replacement! They then sent me an email to have it repaired locally I strongly urged the customer service person that repair was not an option I paid for this warranty in cash and couldn't be without my phone for more than a day due to business use and personal use I was then told a request had been made for a check in the retail amount to purchase the same phone new We verified the mailing address again for the check I received the email (August 9th) saying the Check had been approved and I must print a shipping label to return my phone I also paid $deductible on August 9th I spoke with [redacted] to gain knowledge on the purchase of a new phone with the check WHEN it arrived They said why don't you ask them to send a compatible phone to yours (higher gig, etc) I called Square Trade again (August 11th), Verified my Mailing Address and email then made the request but told only they couldn't do that I then questioned when I should return my phone, b/c I was trying to understand the best time to send it back that would cause the least affect time wise on me and between getting check (since I was told once they scanned the shipping label with tracking number they would release check) The customer service person told me checks were cut on Tuesdays and Thursdays for claims We agreed to mail my phone first thing on a Monday morningI called once again Monday morning (August 15th) to Square Trade customer service, Verified my Mailing Address & email, and received help on how to prepare my phone for shipping back I shipped it and tracked it seeing that it arrived Tuesday afternoon I called Square Trade customer service again (Tuesday, August 16th), verified my mailing address & email to make sure they received it and that my check had been mailed I was told that it was being processed...What? I had already received the email saying I had been approved and was told when old phone was scanned it would have been released I questioned a footnote in an email that said payment (can take up to business days) I said how can you advertise to have a customer up and running within business hours yet not guarantee the check option in no more than days Sir, "We can't overnight checks." I argued that any business can overnight anything they want and if they can overnight a phone...you can overnight a check Wednesday, (August 17th) I received an email around 8pm saying my check had been mailed...listing the wrong address Not even close to the pronunciation of my address!! I called immediately, and requested a call back Once I spoke with customer service rep, Verified my Mailing Address & email address, after giving him my claim number I state the issue and reason of my call He quickly apologizes puts me on hold to reach the accounting department or someone that can tell him what to do He was over apologetic of the complete mistake on their part and I requested that it be mailed to me immediately (like overnight-ed) We argued, he apologized, and said he would MAKE SURE this was corrected himself I called again on Monday (August 22nd) later in the evening and spoke with another service rep from Square Trade, Verified my Mailing Address, email address only to find out that the check had NOT been issued YET!!!! I WAS IRATE! Demanded to speak with a supervisor...Surprise..."Sorry sir there are no supervisors to talk to tonight." Really?? I found a different number off a website to contact SquareTrade to file complaint Tuesday (August 23rd), after going through with this service rep, verifying my Mailing Address, email address and allowing him time to catch up on logs of conversations and reason for my call he informs me that they will handle it and apologize for the delay AND that the check will be processed that day to be mailedI was again IRATE! I demanded to speak with supervisor He put me on hold to talk to a supervisor when I demanded I wanted the check and I wanted it NOW...AS IN OVERNIGHT-ED, TRACKING NUMBER, I'M SICK OF LACK OF FOLLOW THROUGH AND NONPROFESSIONAL ETHICS He came back to tell me his supervise said it would be handled and that it couldn't be overnighted Really??? After this many phone calls the Supervisor...couldn't talk to a customer directly at my request DONE!! I demanded to speak with her and did She was SNOBBISH and showed NO SYMPATHY OR CONCERN to the fact they have had my phone for over a week, charged me $the day after my first phone call, and now have mailed a check to wrong address (btw forgot this..wanted me to know once the check was returned then they would issue my check), and was unwilling to get my check overnigwith tracking number She assured me it would be mailed THAT DAY...she had spoken with accounting and said since it was coming from East Coast it should be there in business days Today, I called again (Tuesday, August 30th) b/c guess what...NO CHECK...only to hear well sir it's only been business days...then put me on hold to talk supposedly with the supervisor I talked to and came back with very short answer...It's in the mail!!! DON'T EVER USE THIS COMPANY....Revdex.com PLEASE RATE THEM CORRECTLY BASED ON THE PERCENTAGE OF NEGATIVE REVIEWS THEY'VE GOTTEN!!!! DAYS SHORT OF ONE MONTH AND MY ISSUE STILL NOT RESOLVED!!!
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ We are sorry the consumer had issues with their device. We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our Terms and Conditions, "... at Our discretion, We will either: A. Repair... Your Product, or; B. Provide 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; C. Replace Your Product with a product of like, kind, quality and functionality." In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done. We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls. Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty. We have contacted the consumer to let them know this is how we plan to proceed. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry the consumer had issues with their device We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quickerThe consumer did not feel comfortable enough to try the diagnosis so we processed the claimOur brochure does state that we will provide service within hours, if available There was an issue with trying to get our repair person to arrange for a service callIn the time of that delay the consumer purchased a replacement TV We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with usWe are in contact with the consumer to ensure the payment is made
Initial Business Response / [redacted] (1000, 5, 2014/08/04) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'm not sure I understand the issue hereFrom your call log, you had asked about repairing the unit locallyWe can do this as long as the service you use is a professional repair shop We also have the option of providing you a shipping label to send your iPad to our repair shop for service alsoBut we can not approve you for both resolutionsWe'll be more than happy to change your claim resolution and email a shipping label to you should you not be able to find repair locally Please decide how you would like to proceed with your claim and we'll get it approved for you ASAP Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ***I will seek out a local repair shopWhat you mean as professional repair shop is interesting polemicsI should think, a licensed computer repair shop would qualify as professional ALSO, I would like, for any reason, you to immediately send me a return shipping label WHY- the IPAD is totally broken, and part of it crushed So once I have independent verification, that the IPAD is unrepairable, then I woul like at hand a lable, to immeaditaely send this unit to Sq Trade, for option I do not want to waste time Additionally I am totally handicapped, and walking is with great pain, an difficulity, so do not need additional hassle, of running here and there From what I read in consumer reviews, it is highly suggested, to get documentation oif the condition of IPAd , and inabiity to be repaired! This for legal reasons also Thank you for your response, send me a return shippibg lable, as of my first call to your agant who refused! Please provide me a direct contact phone number for you if the need arises in future As you are sending me the "return shipping label", which USPS priority mail will work just fine should you fail to comply with warranty, I will in meantime have IPAD into a "PROFESSIONAL" shop Send me a definition of what Square Trade considers a professional repair shop for legal reasons, to make sure, the one I take it meets your agenda! Regards, [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/06) */ Hi ***, As I've stated, I can certainly provide you with a pre-paid shipping label, from Fed-Ex, to ship your laptop to our repair depot Or you can have the unit repaired locallyWhen I say professional, I meant licensedSo if you're using a licensed computer repair service, that'll serve There normally isn't an option to provide you with both a local repair approval, and a label to ship your iPad to us for service What I can do is set your claim to depot repair, provide you with a shipping labelYou'll still have the option to have the unit checked out locally, but if it turns out that the unit is not repairable, I would ask you to send me an email with the documentation from the repair service and I'll update the claim on the back end to provide you with a reimbursementI'll have that email sent out to you later today If this is fine, please proceed and send the diagnostic to [redacted] @squaretrade.com and I'll take care of it for you Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry that the customer has had such a delay in the repair. We cannot know if our contractor is available in a certain area. This, however, is not the customer's fault. We will be reimbursing the customer the warranty price and the... cost of the unit that has not been repaired. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response I received from Square Trade via email is as follows: Thank you for choosing SquareTrade to protect your item. We apologize that you have had a less than exceptional experience. We would like to turn your experience around. We apologize for not getting the in-home repair done. The lack of communication we had with you is inexcusable. Due to these issues, we have decided to reimburse you the value on your warranty. Your payment of $591.53 will be processed. You should receive the check in 7-10 business days. If any of this information is incorrect please let us know as soon as possible so we can correct it and not delay the payment. Best, SquareTrade Resolutions Team However, the purchase price of the printer came to $642.99, and their resolution failed to include the purchase price of their warranty ($81.51). Before I had the opportunity to respond to their email I received another email communicating that they had sent the check, which I should expect in 7-10 days. Finally their statement that they "cannot know if our contractor is available in a certain area" is a false and misleading explanation as to why I have experienced "delay in repair." As relayed in my original case description Service Power, their contracted Service Dispatcher, it is clear that Square Trade was aware of the lack of contractors in the large metropolitan area (county population: 475,000) where I live. Final Business Response / [redacted] (4000, 9, 2014/10/08) */ We are sorry that the customer did have a bad experience in the delay and eventual non-repair of the unit. When we say that we cannot know the local repair we mean at the time the claim is filed. It was only after the dispatcher tried to find a local repair tech were we made aware of the issue. The refund on the price of the warranty is being processed. An email was sent to the customer letting them know we are refunding the price of the unit and the price of the warranty. We will send an email to further clarify how it is being sent to the customer.
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ We are sorry the consumer received conflicting information Due to the many changes in our systems in SquareTrade's attempt to offer different options so that our customers can have various choices to choose the best warranty for their situation our buyer warranty specialists may give the customer conflicting informationThe consumer, through his own due diligence, did end up purchasing the correct warranty If a warranty that is purchased is an incorrect warranty we will offer a full refund at the consumer's request We will stand by our commitmentsIf a consumer is told by a SquareTrade specialist that they can purchase a certain warranty (even if the warranty is invalid) and the consumer has the Specialist's name, and extension, we would honor the purchased warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2014/11/06) */ We are so sorry about the experience the consumner has experienced thus far I had been attempting to correspond with the consumer via emailI had messaged to him that we are unable to offer any form of resolution for the device as accidental damages are not covered per our terms & conditions for this itemWe do not offer accidental protection on used items purchased through eBayI had offered a cancellation of the warranty and a full refund of the warranty purchase price, and am currently waiting for customer response Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no accidental damage done to the phoneThe touchscreen functionality progressively has gotten worseA refund of the original warranty price seems like a cop outI purchased the warranty in good faith and it appears they are looking for ways not to honor it Final Business Response / [redacted] (4000, 10, 2014/11/17) */ Again we offer our sincerest apologies on this issue Our repair facilities are certified technicians who inspect the items thoroughly during the audit process and the liquid damage indicators on the phone had indicated liquid damage had occurredAt this time we will have to side with our repair facility on the liquid damage audit failureThe offer to refund the warranty purchase price in full to the consumer is still the only resolution we currently can offer Final Consumer Response / [redacted] (2000, 12, 2014/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'll take the refund and be done with this Consumer Response / [redacted] (3000, 17, 2014/12/02) */ I haven't received my refund yetThe company has not responded to my inquiresPlease advise, Business Response / [redacted] (4000, 19, 2014/12/03) */ Upon further review found that the refund for the warranty was stuck in processingWe don't know how this happened and we apologize We pushed the payment through and the consumer should see the credit into his Paypal account in - business days
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We can only sell warranties for used phones if they are currently covered by AT&T, Verizon, Sprint and T-MobileThis is per an agreement with our carrierWe are sorry but there is nothing we can do about selling a warranty for a uninsured used phone Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They how about you spend the money and change all of your TV and Radio Commercials to make sure and tell people that you have to have insurance from those provides because you don't on any of the ones I have heard they just say if you have a old phone you can get insurance threw you guys Final Business Response / [redacted] (4000, 9, 2015/03/09) */ We are sorry the consumer had this issue As per our Terms and Conditions we can only provide a warranty for a phone that has been purchased within days or is covered by an active warranty provided by the consumer's carrierThis is what the consumer discovered when they tried to purchase a warrantyWe did not sell a warranty and then tell the consumer it was not valid, we informed at the time of purchase what the restrictions were
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize for the issues the consumer experienced The consumer has been contacted to move forward with the claimAt this time we are awaiting a response Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were very helpful in closing this claim this timeI have done business with SquareTrade before and it has never escalated to this level, I will now resume purchasing new insurance from them for my new electronics
Final Consumer Response / [redacted] (2000, 8, 2015/01/21) */ A Member of the Management Team contacted me directly and resolved this situation. It took Several additional calls and explanations before they agreed to fulfill their obligations of the Warranty & BuyBack program. I believe most... consumers would have given up. I am satisfied with the resolution at this point, but it should be noted that several attempts had been made to resolve this before I had to file a complaint.
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We apologize for the issue the consumer experienced with their deviceThe check has been reissued & the customer should receive it by 2/8/The consumer has been contacted & is aware of the resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received the checkThis is supposedly the second check they sent out that has not been receivedI would like this check to be sent out overnight, signature required Final Business Response / [redacted] (4000, 9, 2016/02/17) */ We have issued two checks to the consumer and they were not receivedThe consumer provided an alternative address & we resent the checkWe are not able to overnight the check but it has been reissued & the consumer can expect to receive it within 7-business days
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the confusionBut the Buy Back program is not the same as our warranty protectionIt is a special feature that we offer along with our protection as an extra service The Buy Back program offers phone owners a quick and convenient way to sell their older, fully functional cellphones to acquire funds to upgrade to a newer unitBut only fully functional phones qualify for this service The protection plan, will cover you for repair or replacement of your defective phone In your case, since the phone has a cracked screen, it would need to be repaired or replaced by filing a claim with SquareTrade first From notes on your account, I see that you're already in process to get your phone replacedOnce that's done, you should still be able to use the Buy Back plan if you wish Please contact us if you have any other issues or questions Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We don't accept this because on the brochure we were given, it clearly lists the "Buy Back" as another optionIt does not say the phone has to be in good conditionIt's given as a perk to encourage buyers to purchase the insuranceIt's deceptive and not acceptableIf that's the rule then it NEEDS TO BE STATED ON THE BROCHURE RIGHT NEXT TO THE EXPLANATION OF THE BUY BACK PROGRAMNot as a surprise later on Final Business Response / [redacted] (4000, 9, 2014/08/06) */ Hi ***, I'm sorry for the confusion, the Buy Back plan is a perk as you've noted, but I can understand why you might see it as another option to a claims resolution too I'll forward this concern to our marketing department Your replacement phone should be sent to you by nowAnd you should be able to use the Buy Back as you originally requestedIf you have any issues with this, please let me know and I'll do my best to assist with this Regards, [redacted] Final Consumer Response / [redacted] (2000, 11, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseWish this information had been offered soonerPlease consider changing your brochure to reflect the actual terms [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ We are sorry the consumer had issues with the billing We also do not understand why the credit cards are not being billed properlyWe have escalated the issue to the proper department to resolve it This issue will not affect the validity of the warranty as we have documentation of the consumer trying to make payments If there are any incidental charges to the consumer due to this issue Squaretrade will reimburse the consumer for these charges We have contacted the consumer to let them know we are working on the issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company contacted me to resolve the issueThe issue is still being working on, however, they have reassured me that the policy is still active (even though they have not been able to fix the payment issue)As long as they honor the policy and do not charge any late fees, I am satisfied with their responseI am still annoyed that it required a Revdex.com complaint for them to communicate properly with me
Two months later on a $item and I can't get any resolution from SquareTrade! I have sent my receipt times and they have lost it each time! A month and a half later they told me they finally "found" my receipt and would be in touch in hoursThat was weeks ago I keep trying to call and now they act like they can't hear me on the line! Seriously! Worst warranty company I have ever dealt with!
I have purchased a warranty for my [redacted] camera with SquaretradeOn I after phone consultation with custservice I sent my item to adress provided to get it repairedTwo months passed, after numerous phone calls and emails finally today I received info that my camera is on the way backYet the shipping address was wrongIn the meantime we travelled from Florida to Michigan where I workI called to update the address and later checked again if it has been changed from FL to MI I was assured of the changeIn today's email they informed about shipment of the repaired camera to the previous addressI called imediately to correct it (again), only to find out that they can't fix the camera and will send me a replacement or checkThis totally contradicts the information in the emailThe business practices at Squaretrade are very unprofesional, starting from the lenght of time to resolve my claim (months! and counting), giving me conflicting information, not answering my emails, and it takes forever to reach customer service- every time I called they had "an unusually high call volumes"It seems that they need more agents and also more respect for the clientsThis is the worst warranty firm I ever dealt with
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ We are sorry the consumer delays in the repair of their device We only purchase replacement parts from reliable sources that we have a relationship withIn that way if the part does not work it allows us to acquire replacement much faster This repair has gone beyond our day guaranteeWe will be refunding the consumer the price of the warranty as per our guarantee Upon further diagnostics the depot discovered that additional parts are neededThis would put the repair beyond weeks and are offering the consumer a payout of the tablet
Initial Business Response / [redacted] (1000, 5, 2014/10/08) */ We are sorry that the customer is having issues with their equipmentOur Terms and Conditions state that the warranty will cover total repair costs less than or equal to the purchase price of the item over the life of the warrantyThe customer was not aware of thisIn this case we will make an exception and will work with the customer to get their laptop repaired
Initial Business Response / [redacted] (1000, 5, 2015/02/09) */ We are sorry the consumer is having these issues Our policy is that if there is an issue with an item to rework the repairWe will do that as long as the consumer files a claim with us within days of the return of the itemThe second claim was in OctoberThe customer also complained about the battery not being repairedAs per the Terms and Conditions of our warranty we do not cover consumer replaceable items such as batteriesThe wireless drivers are not a hardware issue but a software issueOur warranties only cover hardwareUpon return of a repaired unit the consumer is responsible for installing all software However due to the delay in our response and the issues the consumer is still having and as a sign of our wiliness to work with our customers we are going to settle with the consumer by refunding the warranty price and the price the consumer paid for the itemWe are in contact with the consumer to have that happen Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has contacted me and agreed to refund the cost of the computer and the cost of the warrantyThank you to the Revdex.com for helping me to resolve this problem
Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ We apologize the consumer experienced issues with their deviceThe consumer's payout has been processed and should be received by November 12, via their selected payment method Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/17) */ I was told by the Supervisor on Sunday 11/8/that my documents were located, all emails I sent, and I that I would receive my reimbursement via paypal with in one business dayI have an email confirmation for thisI waited hours before calling backI spoke with a rep who inquired about my payment with accounting and I was told again that I would receive my payment with in one business dayThat was on 11/11/It is now 11/13/and I had to call again and ask for another supervisor who notified me that my payment would be processed today and I should receive it by tonight or tomorrowThis is what I have been times nowThe supervisor then told me they only process payment Tuesday and Friday, but could not tell me why my payment was not submitted for the Tuesday payment if the supervisor from Sunday submitted it thenI keep getting the run around and have now left a message for corporate officeIt took me a week to obtain that number as they were all unwilling to provide the numberI expect a call from the corporate office as all the reps and supervisors I have spoken with have given me the runaround and have not provided accurate informationThis needs to be addresses immediately Final Business Response / [redacted] (4000, 10, 2015/11/19) */ The consumer was contacted on November 16th, she confirmed reimbursement has been received and the issue has been resolved
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We are sorry the consumer had issues with their deviceThere are two types of coverage offered for this type of itemThe first is named "Standard" which covers mechanical failure but not damageThe second type of warranty is named "Accidental Damage from Handling (ADH)" which covers everything under the "Standard" contract plus accidents and damageUnfortunately, the consumer was attempting to file a damage claim and cited a portion of the general contract that did not pertain to his specific coverageDue to the confusion, SquareTrade would like to make the exception and take care of this caseWe attempted to contact the consumer a couple of times and just waiting to hear back Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked my voicemail and I do not have a responseI have received several emails from them PRIOR to the incident when I was trying to get my tablet fixed for the last weeksThis is simply ADVERTISINGI don't have any voice mails from them and THEY KNOW that they can reach me via email as I stated earlier(which they have done SEVERAL times in the past)It seems like they just want to make it look like there care, when in reality the only thing that they care about is STEALING people's money with Advertising Final Business Response / [redacted] (4000, 9, 2015/06/23) */ We are sorry the consumer had issues with their device We have been trying to contact the customer by calling the number we have on fileThat number is probably incorrect as the consumer has not received any of our messagesWe will email the consumer to let them know that we are going to make an exception and pay them out
On August 8th I begin my claim with SquareTrade When I purchased this warranty service on both my wife and I's Iphones I was sold on the literature and sales persons assurance that if anything happened to my phone I would have a replacement with business hours Well...I didn't have use my warranty until 3/years later (August 8th) Prior to me contacting SquareTrade I was able to troubleshoot with [redacted] my provider and it was diagnosed that my phone was having hardware malfunction [redacted] tried to sale me on their open enrollment insurance for only $a month to have my Iphone replaced within hours due to this hardware failure I told them NO...I have SquareTrade Big MISTAKE! My first call to square trade I set up my email and mailing address for my new phone after they diagnosed the issue SURPRISE! They didn't have my phone in inventory to send a replacement! They then sent me an email to have it repaired locally I strongly urged the customer service person that repair was not an option I paid for this warranty in cash and couldn't be without my phone for more than a day due to business use and personal use I was then told a request had been made for a check in the retail amount to purchase the same phone new We verified the mailing address again for the check I received the email (August 9th) saying the Check had been approved and I must print a shipping label to return my phone I also paid $deductible on August 9th I spoke with [redacted] to gain knowledge on the purchase of a new phone with the check WHEN it arrived They said why don't you ask them to send a compatible phone to yours (higher gig, etc) I called Square Trade again (August 11th), Verified my Mailing Address and email then made the request but told only they couldn't do that I then questioned when I should return my phone, b/c I was trying to understand the best time to send it back that would cause the least affect time wise on me and between getting check (since I was told once they scanned the shipping label with tracking number they would release check) The customer service person told me checks were cut on Tuesdays and Thursdays for claims We agreed to mail my phone first thing on a Monday morningI called once again Monday morning (August 15th) to Square Trade customer service, Verified my Mailing Address & email, and received help on how to prepare my phone for shipping back I shipped it and tracked it seeing that it arrived Tuesday afternoon I called Square Trade customer service again (Tuesday, August 16th), verified my mailing address & email to make sure they received it and that my check had been mailed I was told that it was being processed...What? I had already received the email saying I had been approved and was told when old phone was scanned it would have been released I questioned a footnote in an email that said payment (can take up to business days) I said how can you advertise to have a customer up and running within business hours yet not guarantee the check option in no more than days Sir, "We can't overnight checks." I argued that any business can overnight anything they want and if they can overnight a phone...you can overnight a check Wednesday, (August 17th) I received an email around 8pm saying my check had been mailed...listing the wrong address Not even close to the pronunciation of my address!! I called immediately, and requested a call back Once I spoke with customer service rep, Verified my Mailing Address & email address, after giving him my claim number I state the issue and reason of my call He quickly apologizes puts me on hold to reach the accounting department or someone that can tell him what to do He was over apologetic of the complete mistake on their part and I requested that it be mailed to me immediately (like overnight-ed) We argued, he apologized, and said he would MAKE SURE this was corrected himself I called again on Monday (August 22nd) later in the evening and spoke with another service rep from Square Trade, Verified my Mailing Address, email address only to find out that the check had NOT been issued YET!!!! I WAS IRATE! Demanded to speak with a supervisor...Surprise..."Sorry sir there are no supervisors to talk to tonight." Really?? I found a different number off a website to contact SquareTrade to file complaint Tuesday (August 23rd), after going through with this service rep, verifying my Mailing Address, email address and allowing him time to catch up on logs of conversations and reason for my call he informs me that they will handle it and apologize for the delay AND that the check will be processed that day to be mailedI was again IRATE! I demanded to speak with supervisor He put me on hold to talk to a supervisor when I demanded I wanted the check and I wanted it NOW...AS IN OVERNIGHT-ED, TRACKING NUMBER, I'M SICK OF LACK OF FOLLOW THROUGH AND NONPROFESSIONAL ETHICS He came back to tell me his supervise said it would be handled and that it couldn't be overnighted Really??? After this many phone calls the Supervisor...couldn't talk to a customer directly at my request DONE!! I demanded to speak with her and did She was SNOBBISH and showed NO SYMPATHY OR CONCERN to the fact they have had my phone for over a week, charged me $the day after my first phone call, and now have mailed a check to wrong address (btw forgot this..wanted me to know once the check was returned then they would issue my check), and was unwilling to get my check overnigwith tracking number She assured me it would be mailed THAT DAY...she had spoken with accounting and said since it was coming from East Coast it should be there in business days Today, I called again (Tuesday, August 30th) b/c guess what...NO CHECK...only to hear well sir it's only been business days...then put me on hold to talk supposedly with the supervisor I talked to and came back with very short answer...It's in the mail!!! DON'T EVER USE THIS COMPANY....Revdex.com PLEASE RATE THEM CORRECTLY BASED ON THE PERCENTAGE OF NEGATIVE REVIEWS THEY'VE GOTTEN!!!! DAYS SHORT OF ONE MONTH AND MY ISSUE STILL NOT RESOLVED!!!
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ We are sorry the consumer had issues with their device. We will provide a replacement phone to the consumer when it is available in our inventory. As stated in our Terms and Conditions, "... at Our discretion, We will either: A. Repair... Your Product, or; B. Provide 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; C. Replace Your Product with a product of like, kind, quality and functionality." In this consumer's case the phone was not available through the channels we have available to us, so we paid the consumer the replacement cost of the phone. We were mistaken not to payout the consumer the sales tax he paid and we are making arrangements to have that done. We are addressing the issue of not having a manager available to respond to him when he requested a call from a manager. We are increasing our team that follows up and makes those calls. Due to the fact that we did not clearly explain to the consumer the options they have and not having set the correct expectations we are refunding the consumer the price of the warranty. We have contacted the consumer to let them know this is how we plan to proceed. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are sorry the consumer had issues with their device We we try to diagnose issues with the consumer to see if we can resolve them and get the correct parts on order so that the repair can take place much quickerThe consumer did not feel comfortable enough to try the diagnosis so we processed the claimOur brochure does state that we will provide service within hours, if available There was an issue with trying to get our repair person to arrange for a service callIn the time of that delay the consumer purchased a replacement TV We have agreed to pay the consumer what they paid for the replacement TV because of the bad service they had with usWe are in contact with the consumer to ensure the payment is made
Initial Business Response / [redacted] (1000, 5, 2014/08/04) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I'm not sure I understand the issue hereFrom your call log, you had asked about repairing the unit locallyWe can do this as long as the service you use is a professional repair shop We also have the option of providing you a shipping label to send your iPad to our repair shop for service alsoBut we can not approve you for both resolutionsWe'll be more than happy to change your claim resolution and email a shipping label to you should you not be able to find repair locally Please decide how you would like to proceed with your claim and we'll get it approved for you ASAP Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ***I will seek out a local repair shopWhat you mean as professional repair shop is interesting polemicsI should think, a licensed computer repair shop would qualify as professional ALSO, I would like, for any reason, you to immediately send me a return shipping label WHY- the IPAD is totally broken, and part of it crushed So once I have independent verification, that the IPAD is unrepairable, then I woul like at hand a lable, to immeaditaely send this unit to Sq Trade, for option I do not want to waste time Additionally I am totally handicapped, and walking is with great pain, an difficulity, so do not need additional hassle, of running here and there From what I read in consumer reviews, it is highly suggested, to get documentation oif the condition of IPAd , and inabiity to be repaired! This for legal reasons also Thank you for your response, send me a return shippibg lable, as of my first call to your agant who refused! Please provide me a direct contact phone number for you if the need arises in future As you are sending me the "return shipping label", which USPS priority mail will work just fine should you fail to comply with warranty, I will in meantime have IPAD into a "PROFESSIONAL" shop Send me a definition of what Square Trade considers a professional repair shop for legal reasons, to make sure, the one I take it meets your agenda! Regards, [redacted] Final Business Response / [redacted] (4000, 10, 2014/08/06) */ Hi ***, As I've stated, I can certainly provide you with a pre-paid shipping label, from Fed-Ex, to ship your laptop to our repair depot Or you can have the unit repaired locallyWhen I say professional, I meant licensedSo if you're using a licensed computer repair service, that'll serve There normally isn't an option to provide you with both a local repair approval, and a label to ship your iPad to us for service What I can do is set your claim to depot repair, provide you with a shipping labelYou'll still have the option to have the unit checked out locally, but if it turns out that the unit is not repairable, I would ask you to send me an email with the documentation from the repair service and I'll update the claim on the back end to provide you with a reimbursementI'll have that email sent out to you later today If this is fine, please proceed and send the diagnostic to [redacted] @squaretrade.com and I'll take care of it for you Regards, ***
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We are sorry that the customer has had such a delay in the repair. We cannot know if our contractor is available in a certain area. This, however, is not the customer's fault. We will be reimbursing the customer the warranty price and the... cost of the unit that has not been repaired. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response I received from Square Trade via email is as follows: Thank you for choosing SquareTrade to protect your item. We apologize that you have had a less than exceptional experience. We would like to turn your experience around. We apologize for not getting the in-home repair done. The lack of communication we had with you is inexcusable. Due to these issues, we have decided to reimburse you the value on your warranty. Your payment of $591.53 will be processed. You should receive the check in 7-10 business days. If any of this information is incorrect please let us know as soon as possible so we can correct it and not delay the payment. Best, SquareTrade Resolutions Team However, the purchase price of the printer came to $642.99, and their resolution failed to include the purchase price of their warranty ($81.51). Before I had the opportunity to respond to their email I received another email communicating that they had sent the check, which I should expect in 7-10 days. Finally their statement that they "cannot know if our contractor is available in a certain area" is a false and misleading explanation as to why I have experienced "delay in repair." As relayed in my original case description Service Power, their contracted Service Dispatcher, it is clear that Square Trade was aware of the lack of contractors in the large metropolitan area (county population: 475,000) where I live. Final Business Response / [redacted] (4000, 9, 2014/10/08) */ We are sorry that the customer did have a bad experience in the delay and eventual non-repair of the unit. When we say that we cannot know the local repair we mean at the time the claim is filed. It was only after the dispatcher tried to find a local repair tech were we made aware of the issue. The refund on the price of the warranty is being processed. An email was sent to the customer letting them know we are refunding the price of the unit and the price of the warranty. We will send an email to further clarify how it is being sent to the customer.
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ We are sorry the consumer received conflicting information Due to the many changes in our systems in SquareTrade's attempt to offer different options so that our customers can have various choices to choose the best warranty for their situation our buyer warranty specialists may give the customer conflicting informationThe consumer, through his own due diligence, did end up purchasing the correct warranty If a warranty that is purchased is an incorrect warranty we will offer a full refund at the consumer's request We will stand by our commitmentsIf a consumer is told by a SquareTrade specialist that they can purchase a certain warranty (even if the warranty is invalid) and the consumer has the Specialist's name, and extension, we would honor the purchased warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2014/11/06) */ We are so sorry about the experience the consumner has experienced thus far I had been attempting to correspond with the consumer via emailI had messaged to him that we are unable to offer any form of resolution for the device as accidental damages are not covered per our terms & conditions for this itemWe do not offer accidental protection on used items purchased through eBayI had offered a cancellation of the warranty and a full refund of the warranty purchase price, and am currently waiting for customer response Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no accidental damage done to the phoneThe touchscreen functionality progressively has gotten worseA refund of the original warranty price seems like a cop outI purchased the warranty in good faith and it appears they are looking for ways not to honor it Final Business Response / [redacted] (4000, 10, 2014/11/17) */ Again we offer our sincerest apologies on this issue Our repair facilities are certified technicians who inspect the items thoroughly during the audit process and the liquid damage indicators on the phone had indicated liquid damage had occurredAt this time we will have to side with our repair facility on the liquid damage audit failureThe offer to refund the warranty purchase price in full to the consumer is still the only resolution we currently can offer Final Consumer Response / [redacted] (2000, 12, 2014/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'll take the refund and be done with this Consumer Response / [redacted] (3000, 17, 2014/12/02) */ I haven't received my refund yetThe company has not responded to my inquiresPlease advise, Business Response / [redacted] (4000, 19, 2014/12/03) */ Upon further review found that the refund for the warranty was stuck in processingWe don't know how this happened and we apologize We pushed the payment through and the consumer should see the credit into his Paypal account in - business days
Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ We can only sell warranties for used phones if they are currently covered by AT&T, Verizon, Sprint and T-MobileThis is per an agreement with our carrierWe are sorry but there is nothing we can do about selling a warranty for a uninsured used phone Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They how about you spend the money and change all of your TV and Radio Commercials to make sure and tell people that you have to have insurance from those provides because you don't on any of the ones I have heard they just say if you have a old phone you can get insurance threw you guys Final Business Response / [redacted] (4000, 9, 2015/03/09) */ We are sorry the consumer had this issue As per our Terms and Conditions we can only provide a warranty for a phone that has been purchased within days or is covered by an active warranty provided by the consumer's carrierThis is what the consumer discovered when they tried to purchase a warrantyWe did not sell a warranty and then tell the consumer it was not valid, we informed at the time of purchase what the restrictions were