Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are sorry the consumer had issues with their deviceWe apologize for any delays and inconvenience uploading the receipt/documentation may have causedThe warranty is now in place and is in our systemWe contacted the customer and left a message to contact us back to initiate the claim filing process and troubleshooting steps that may help resolve the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone from Squaretrade did contact me to let me know that my information was now in their systemHowever when I called back and after verifying my information the representative ask would it be okay to place me on a brief holdI held the line for minutesWhen I attempted to call back I could not get throughAt this point I am done with this company because it seems to be a game to themI will never buy another warranty from them Final Business Response / [redacted] (4000, 9, 2015/06/08) */ We are sorry the consumer had an issue with contacting SquareTradeI called the consumer and left a message with my direct contact and extension so that she can contact me directly and be taken care of
Initial Business Response / [redacted] (1000, 6, 2015/03/05) */ We are sorry the consumer had a delay in receiving his payment According to our records the payment was Approved to be processed on February The check was not processed because the address we had on file for the customer could not be verified by the US Postal ServiceWe had to reprocess the check and have it shipped, not using the US Postal ServiceThe check was received the day after he spoke to a SquareTrade specialist regarding this delay Due to the delay we are going to reimburse the consumer the price of the warranty as a gesture of our willingness to work with them for a better customer experience Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/03/05) */ Please disreguard this complaint, there was an issue with the system they useTherefore, I would like to cancel this complaint
Initial Business Response / [redacted] (1000, 6, 2015/06/09) */ We are sorry the consumer had issues with their warranties Our system will inform the consumer by sending one email to let them know the warranty is about to be cancelledUnfortunately sometimes those email fail when they are sent and the consumer is not informedWe are looking at improving our communications with our consumers when something like this happens In this case we were able to reinstate the warranties
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ We are sorry the consumer had issues with their replacement device SquareTrade does not have an unlimited inventory of available phones and when the consumer called for a replacement phone we did not have one availableWe have since had our inventory replenished and the consumer's phone is available We have continued the claim and the replacement phone should be delivered tomorrow Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square Trade Supervisor Mr[redacted] went the extra mile to make sure this issue was resolved I'm 110% satisfied with the solution from Square trade and with Mr [redacted] .thanks !
Initial Business Response / [redacted] (1000, 5, 2014/10/08) */ We are sorry the customer has experienced this chargeAs per our terms and conditions we do reserve the right to charge for the phone if it is not returned within the allotted timeThe phone is still not in our possession and we cannot audit the item to confirm it is the correct phoneHowever as the tracking number shows the item was shipped but it does not show as delivered, through no fault of the customerBecause we can see the customer acted in good faith we will refund the $Because of the inconvenience of this situation we will also refund the $that was charged to the customer on the onset of this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer and I will wait days from the send date of the offer from Square Trade emailed to me directly from the company October 8th, If I do not receive a credit of $on my credit card statement and the check for $by October 20th 5pm I intend to reopen the complaintThank you for your assistance with this case
Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ We are sorry the consumer is having issues with the item being warrantiedAs we could not repair the unit we have approved a claim to payout the maximum amount the warranty is covered, $Our Terms and Conditions do not allow us to payout a warranty for more that the value the warranty was purchased to coverThe unit was not new and the only warranty that is available for the item would only cover up to $The reason that the consumer was receiving the emails asking to call us is the claim states that the unit has damage to itThe warranty for used items does not cover accidentsThis case is an exception as the consumer feels the damage was caused during repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response due to the fact it has nothing to do with what I feelThe facts are STATED VERY CLEARLYAlso, the regional manager is involved with this situationStaples also wrote a letter to the regional managerI would like to speak with him about this situationI am restating the FACTS from above and this has nothing to do with how I feel! It is what SQUARE TRADE DID a vey good computer that was updated to which did cost me to doThe total was dollarsStaples would have all the receipts The return of my computer from Square Trade has come back with damage, viruses, and has not worked properly since the first repair Staples has the complete file on my computer since it has gone out for the initial repair on 5/30/They fixed the CPU processorHowever, I had to return my computer the very day I received it back to Staples due to the number of virus on the computer and there was not any paper work to what was done on the computerThere was damage to the top of the computer and the battery was chippedIt was sent again on 7/2/to repair top and a new batteryThis time the computer seems to have been dropped and damage by the DVD is dentedI called on this and I was told it was cosmeticOn 9/the claim was closedThe battery they sent was replaced with a defective batteryThen on 10/9/my computer fan was not working properly and over heatedThen on 10/7/an error code claim closedI received a box with labelMy computer was sent from Staples and returned the next day to StaplesThen 10/9/an error code with claim closed10/9/Its heating Claim closed10/9/An error code product specialist is ready for your computerNow I receive the message: Hello [redacted] , Thank you very much for attempting to file a claim online with Square Trade Unfortunately the circumstances surrounding your claim require the attention of our experienced customer service teamPlease give us a call at 1-877-WARRANTY (XXX-XXX-XXXX) Xam-5pm PST M-F and we'll be happy to review the specifics of your claim with you Thanks, The Square Trade Team However, I am not attempting to file a claimI can not even update my email address and I receive the same message This has been a teacher's night mare and my students have not had enriching lessons including the integrated technologyI am disappointed with Square Trade with the lack of quality work on my computer as well as the damage to my computerI am a bit irritated with phone calls and the blame gameFed Ex must have damaged your computerThey didn't because it was all package by square tradeThe computer had to have been dropped in the process of repairMy students have asked on a regular bases, "Miss D is your computer fixed yet?" I thought of giving them a writing prompt to ask Square Trade...Is Square Trade using best practices in repairing someone's personal computer and if so how would the computer be returned to the customer? I would expect my computer to be returned and fixedAnd ready to for me (the teacher) to complete plans for fourth gradeIs Square Trade using best practices or just running a technology mill for financial gain at the expense of the customer? ADDITIONAL DETAILS: Case is being handled by another organization: Staples Lansing MI 627-(Less) Final Business Response / [redacted] (4000, 9, 2014/11/17) */ We apologize for a poor choice of wordingThe consumer said that the unit was damaged and we are going to payout the consumer the full warranty valueAs per our terms and conditions this is the amount that the consumer paid to protectEven if the computer was valued at $1,at the time of purchase the only warranty available for the consumer at the time of purchase had a maximum coverage of $ Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Poor choice of words...well it is the truth! My computer was never repaired by SQUARE TRADE! I will not keep repeating the FACTS TO YOU! Take responsibility for your poor quality work done to the computer which YOU (NO NAME) seem to hold onto your contractI believe your actions as a company yes damaged, broke the computer to be nonfunctionalIncidentally, let me remind you that you also sent a defective battery (non workable) due to the other you broke and you call it cosmeticTake responsibility the Facts are packed against you and pay me the in order to have a much needed computer for teaching my studentsI am a teacher! My students take responsibilities for their actions, so why not SQUARE TRADE! I look forward to speaking with the manager of SQUARE TRADE SOON! AGAIN, TAKE RESPONSIBILITY FOR SQUARE TRADES POOR WORK TO MY COMPUTER AND NEVER DID FUNCTION EVEN A DAY AFTER RETURN! DO what is rightSTUDENTS are watching and if a company can bully their way out of what YOUR company did to this very good computer what example are you setting for the future generation of students"Do the right thing even when no one is looking." Can You? Or will your PRIDE be your guide! My name is [redacted] L [redacted] , M.**
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their appliance deviceThere was a delay to receive the second part needed for the repairTo resolve the claim we are paying the consumer out for their deviceThe consumer has been contacted and informed about the resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 11, 2016/01/28) */ no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it inI was told on the phone that it had to have the same issue times to get a refundI waited almost weeks with no update before I decided to callwhen I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about hours with an updateI waited two days before I called backI spoke to a representative explaining my issues and he asked if he could put me on holdI sat on hold for about minutes before he returned to say he has been on hold with the 3rd party repair companyI asked to get a call back since I was at work, he said yes took my number and never called backI then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] thereI told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sureHe told me he would then call me back in minutesAbout minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to meThis was 01/27/I told [redacted] that was unacceptable especially with all that I have already been throughI told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is herewhen he picked back up the line he said he was the only supervisorI asked him to put me in the escalation queue so someone could call me back he said he could not do thatThe only offer he had for me was corporates number or wait until 02/03/and then the refund would happen automaticallyI told him that was not acceptable [redacted] continued with that he could not assist me any further and could not have anyone call me backI took corporates number and told him to have a nice day and ended the callI am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product refund or replacement of laptop Final Business Response / [redacted] (4000, 13, 2016/02/10) */ This complaint is regarding an entirely different issueThe consumer will need to close this complaint & open a new complaint with Revdex.com
Square Trade offers absolutely awful service and you will be on hold foreverThey also don't share that this coverage does NOT cover a lost or stolen phone....then what good is it??
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on your claimWe obviously dropped the ball on this case in getting a unit overnighted to youI will follow up with our service department and review our processes From our notes, it does look like a phone was sent out to you last weekI'll have a tech contact you to make sure everything is OK Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) because they told me they were just going to send me a label to send my phone back now you send me a new phone whats the phone that they sent me came up to be defective soon when I wen I get charged a phone gets hot really hot another charge me and $for nothin back the old phone what I'm trying to figure out which one I'm sending back with one label Final Business Response / [redacted] (4000, 9, 2014/07/14) */ Hi [redacted] , I am so sorry for the error in sending you those phonesPlease send them back, as we'll be offering you a full reimbursement for your defective phone I believe one of our managers is already working with you to refund you the for the $chargeI'll work with her to make sure everything goes smoothly from here Regards, ***
The Square Trade Brochure indicates that they send overnight replacementsIt is a LIEIn my opinion a fraudulent advertisementIt took days for the phone to get to my hands!
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from [redacted] x on 11/12/7pmBecause I was out of town for the weekend, I called her on 11/17/15@ 9:19amHerr message states she will return the call within hourI received no response (like usual)As a result, I again called on 11/17/@12pmI'm still waiting for a responseAs I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphoneand because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone currentAgain, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account I think it would be important for their VP of Customer Experience- [redacted] -to be aware of the poor customer service experience I'm havingI think Square Trade offers a great value, but severely lacks in the "customer experience" area Thanks, Hope this gets resolved soon! [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/19) */ We have made contact with the consumerAt this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's deviceThe consumer has agreed to the resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Hi ***, Here is an approval email stating that we did approve the claim and the consumer will be paid out Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Just because a complaint was filed my request actually went throughThis leads me to believe that the company does not do the claims as per they stated in their initial contract on the consumer's signing up and uses delaying tacticsIf I had not called multiple times, my claim would not have been processedThis is bad business as time itself is more of an important entity than the money being received and if I have to call them times with an hour each time on hold, that is money wasted for me! Plus, a claim fulfilled after almost weeks is completely unacceptable when the contract states 5-business days Thanks in advance *** Final Consumer Response / [redacted] (2000, 12, 2015/09/03) */ SquareTrade refunded us the cost of insurance plus paid the claim therefore I would like to close this case as solved amicably Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken It is not SquareTrade's intent to use "delaying tactics" to not reimburse our consumers appropriatelyOur 5-day guarantee refers to the repair time a claim will take when a device is sent in for repair, not the time it takes to complete a claim The long hold times are being addressed by SquareTradeWe are increasing the number of specialists to reduce those hold times Because of the inconvenience the consumer experienced in this claim we are going to refund the consumer what they have paid to this point for the warrantyWe are in contact with the consumer so they know what we intend to do
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ We are sorry the consumer had issues with their device Many times when a customer has multiple warranties for similar items our specialists get the warranties confusedThat is what we believe what happened in this case We have since spoken to the consumer and have taken his claim and resolved this issue
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving their reimbursement For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was processed and is being shipped to consumerThey should receive the reimbursement by September Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty We have contacted the consumer and they are aware of these payments Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a two year warranty on my son's phone days after purchasing it as I was comparing the terms of the SquareTrade warranty and the warranty offered by the providerTwo days later, my son cracked the screen and I went to submit a claimSquare Trade denied the claim, stating that it occurred within the plan waiting period (which according to the warranty is one day)I then called SquareTrade to get the issue straightened out, and three calls later finally had the claim approved and was sent instructions on sending in the phone for repairI then received a call stating that the claim will be denied because I told them that the issue occurred the day I purchased the warranty (which I didn't because that is not true - and if I did put that in the request, it was a typo which they would not allow to be corrected)To their credit, refunding my deductible and the money I paid for the warranty seems to have gone smoothly, but I would not be surprised if they come back and deny that later too (although if that occurs, I will be submitting a complaint to the Revdex.com instead of a review)
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer did not purchase accidental damage from handling for the devicePer the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spillsThe consumer's warranty has been cancelled and refunded in full Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called them before I purchase the issurance,otherwise I wouldn't buy it Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Our records indicate the consumer's warranty contract does not include Accidental Damage from HandlingIf the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claimCurrently the warranty has been cancelled and the consumer has been issued a full refund Final Consumer Response / [redacted] (4200, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on thisI'll work with our depot to get this unit shipped back for an re-examAccording to the techs, this was a software corruption issue, so should be easily resolved Please understand that we're not trying to give you the run aroundAs you've noted, this was a very recent purchase and should be covered by HP's warrantyWhen HP was not able to assist you with this unit, SquareTrade took over and provided you with a shipping kit to send your laptop to our depot for servicingUnfortunately, since our techs have noted that this is a software issue, we would like to be able to review the device again, before making a determination on full reimbursement of the device I've called you and left my personal contact information for you to reach back to me Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have shipped this product to HP and the actual hard drive is corrupt, where I am being told it needs to be replacedAgain for a product that I have only had since April and have never been able to useSo now I am being sent a refurbished product when that is not what I purchasedThis is truly upsetting Final Business Response / [redacted] (4000, 9, 2014/08/05) */ Hi [redacted] , I apologize for the problems you've had with this computerPlease understand that you have multiple recourses available to you during this purchase If the unit was not functional right from the beginning, the reseller where you purchased the unit should have been contacted and requested to offer you an exchange or refund The reseller usually only offers a satisfaction warranty of daysAfter that, you have the option of contacting HP to utilize their manufacturer's warrantyBut as you advised us when you contacted SquareTrade, HP was not willing to offer assistanceThat's when SquareTrade took over and had your computer sent in for repair From the notes by our tech, this shows as a software issue, but if you say HP has told you otherwise and is willing to offer assistance now, then please proceed with that recourseWe'll still be here if you need further assistance with this Regards, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) NO assistance is being offered other than everyone passing [redacted] buck! Purchasing Power is where this purchase was made and they only do returns on UNOPENED productsHP is just telling me the issue, no new product no refund!
Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I apologize that we were unable to send out replacement phones for your claimsUnfortunately, we did not have your particular model in stockWe were even unable to order new ones for youThe payout is for the current value of the phoneSo we wouldn't be able to reimburse you for more than the $And as the claims agent advised you, it takes about business days to send to youYou should have the check by now, but if not, please contact us right away and we'll have replacements sent out ASAP But due to the delay, I will be more than happy to get you a refund on your warrantiesI will have checks cut for the $you paid for the warranties sent out to you by end of this week Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all their agent told me that they have my particular model in stock, so they liedOnly after 1/week when I called that they told me that they don't have my particular model and that's when they offered me the pay outNo one called me or email meIt took them more than a month to send the check and I have to called twice just for them to cut the checkSo much for their zero-hassle claims and next day replacementthey shouldn't not be allowed to use this advertisements if they can't follow throughI should get the full amount of how much I paid for those phones w/c is $They have the receipt of how much I paid for those phones Final Business Response / [redacted] (4000, 9, 2014/08/05) */ Hi [redacted] , The check does take about weeks to issue and deliverYou should already have them by now And based on their current value, the money sent to you should be enough to replace the phones for you That along with the refunds on your warranty makes you completely wholeYou should all set at this point Regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response time sucksIt took them more than a month to refund my moneyNo replacement phone provided to me misleading advertisementI could go on and on they just have bad business
Contacted square trade about my Visio TV and got connected with a young man Named [redacted] who I felt was immediately on my sideWe went through a few minor troubleshooting steps which led us to requesting a technician to verify the issue [redacted] offered me two separate warranty sites, one in Pittsburgh the other Uniontown, I selected the latter [redacted] submitted the work request and a day later Tonys TV called and was there before Took about minutes for the tech to said my TV was in deed bad and the warranty would most likely be a replacement tv or the cost of the original, depending upon the cost of repair parts, Within two days I received an e-mail in regard to my TV which stated there were no available TV's and they would send the cost of the original TV setI was like WOW your kidding meLong story short I will continue to get warranties on all my electronic purchases I've had a truly great experience with square trade and my hat's off too [redacted] who guided me through the process Respectfully ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We are sorry the consumer had issues with their deviceWe apologize for any delays and inconvenience uploading the receipt/documentation may have causedThe warranty is now in place and is in our systemWe contacted the customer and left a message to contact us back to initiate the claim filing process and troubleshooting steps that may help resolve the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone from Squaretrade did contact me to let me know that my information was now in their systemHowever when I called back and after verifying my information the representative ask would it be okay to place me on a brief holdI held the line for minutesWhen I attempted to call back I could not get throughAt this point I am done with this company because it seems to be a game to themI will never buy another warranty from them Final Business Response / [redacted] (4000, 9, 2015/06/08) */ We are sorry the consumer had an issue with contacting SquareTradeI called the consumer and left a message with my direct contact and extension so that she can contact me directly and be taken care of
Initial Business Response / [redacted] (1000, 6, 2015/03/05) */ We are sorry the consumer had a delay in receiving his payment According to our records the payment was Approved to be processed on February The check was not processed because the address we had on file for the customer could not be verified by the US Postal ServiceWe had to reprocess the check and have it shipped, not using the US Postal ServiceThe check was received the day after he spoke to a SquareTrade specialist regarding this delay Due to the delay we are going to reimburse the consumer the price of the warranty as a gesture of our willingness to work with them for a better customer experience Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/03/05) */ Please disreguard this complaint, there was an issue with the system they useTherefore, I would like to cancel this complaint
Initial Business Response / [redacted] (1000, 6, 2015/06/09) */ We are sorry the consumer had issues with their warranties Our system will inform the consumer by sending one email to let them know the warranty is about to be cancelledUnfortunately sometimes those email fail when they are sent and the consumer is not informedWe are looking at improving our communications with our consumers when something like this happens In this case we were able to reinstate the warranties
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ We are sorry the consumer had issues with their replacement device SquareTrade does not have an unlimited inventory of available phones and when the consumer called for a replacement phone we did not have one availableWe have since had our inventory replenished and the consumer's phone is available We have continued the claim and the replacement phone should be delivered tomorrow Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Square Trade Supervisor Mr[redacted] went the extra mile to make sure this issue was resolved I'm 110% satisfied with the solution from Square trade and with Mr [redacted] .thanks !
Initial Business Response / [redacted] (1000, 5, 2014/10/08) */ We are sorry the customer has experienced this chargeAs per our terms and conditions we do reserve the right to charge for the phone if it is not returned within the allotted timeThe phone is still not in our possession and we cannot audit the item to confirm it is the correct phoneHowever as the tracking number shows the item was shipped but it does not show as delivered, through no fault of the customerBecause we can see the customer acted in good faith we will refund the $Because of the inconvenience of this situation we will also refund the $that was charged to the customer on the onset of this claim Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer and I will wait days from the send date of the offer from Square Trade emailed to me directly from the company October 8th, If I do not receive a credit of $on my credit card statement and the check for $by October 20th 5pm I intend to reopen the complaintThank you for your assistance with this case
Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ We are sorry the consumer is having issues with the item being warrantiedAs we could not repair the unit we have approved a claim to payout the maximum amount the warranty is covered, $Our Terms and Conditions do not allow us to payout a warranty for more that the value the warranty was purchased to coverThe unit was not new and the only warranty that is available for the item would only cover up to $The reason that the consumer was receiving the emails asking to call us is the claim states that the unit has damage to itThe warranty for used items does not cover accidentsThis case is an exception as the consumer feels the damage was caused during repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response due to the fact it has nothing to do with what I feelThe facts are STATED VERY CLEARLYAlso, the regional manager is involved with this situationStaples also wrote a letter to the regional managerI would like to speak with him about this situationI am restating the FACTS from above and this has nothing to do with how I feel! It is what SQUARE TRADE DID a vey good computer that was updated to which did cost me to doThe total was dollarsStaples would have all the receipts The return of my computer from Square Trade has come back with damage, viruses, and has not worked properly since the first repair Staples has the complete file on my computer since it has gone out for the initial repair on 5/30/They fixed the CPU processorHowever, I had to return my computer the very day I received it back to Staples due to the number of virus on the computer and there was not any paper work to what was done on the computerThere was damage to the top of the computer and the battery was chippedIt was sent again on 7/2/to repair top and a new batteryThis time the computer seems to have been dropped and damage by the DVD is dentedI called on this and I was told it was cosmeticOn 9/the claim was closedThe battery they sent was replaced with a defective batteryThen on 10/9/my computer fan was not working properly and over heatedThen on 10/7/an error code claim closedI received a box with labelMy computer was sent from Staples and returned the next day to StaplesThen 10/9/an error code with claim closed10/9/Its heating Claim closed10/9/An error code product specialist is ready for your computerNow I receive the message: Hello [redacted] , Thank you very much for attempting to file a claim online with Square Trade Unfortunately the circumstances surrounding your claim require the attention of our experienced customer service teamPlease give us a call at 1-877-WARRANTY (XXX-XXX-XXXX) Xam-5pm PST M-F and we'll be happy to review the specifics of your claim with you Thanks, The Square Trade Team However, I am not attempting to file a claimI can not even update my email address and I receive the same message This has been a teacher's night mare and my students have not had enriching lessons including the integrated technologyI am disappointed with Square Trade with the lack of quality work on my computer as well as the damage to my computerI am a bit irritated with phone calls and the blame gameFed Ex must have damaged your computerThey didn't because it was all package by square tradeThe computer had to have been dropped in the process of repairMy students have asked on a regular bases, "Miss D is your computer fixed yet?" I thought of giving them a writing prompt to ask Square Trade...Is Square Trade using best practices in repairing someone's personal computer and if so how would the computer be returned to the customer? I would expect my computer to be returned and fixedAnd ready to for me (the teacher) to complete plans for fourth gradeIs Square Trade using best practices or just running a technology mill for financial gain at the expense of the customer? ADDITIONAL DETAILS: Case is being handled by another organization: Staples Lansing MI 627-(Less) Final Business Response / [redacted] (4000, 9, 2014/11/17) */ We apologize for a poor choice of wordingThe consumer said that the unit was damaged and we are going to payout the consumer the full warranty valueAs per our terms and conditions this is the amount that the consumer paid to protectEven if the computer was valued at $1,at the time of purchase the only warranty available for the consumer at the time of purchase had a maximum coverage of $ Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Poor choice of words...well it is the truth! My computer was never repaired by SQUARE TRADE! I will not keep repeating the FACTS TO YOU! Take responsibility for your poor quality work done to the computer which YOU (NO NAME) seem to hold onto your contractI believe your actions as a company yes damaged, broke the computer to be nonfunctionalIncidentally, let me remind you that you also sent a defective battery (non workable) due to the other you broke and you call it cosmeticTake responsibility the Facts are packed against you and pay me the in order to have a much needed computer for teaching my studentsI am a teacher! My students take responsibilities for their actions, so why not SQUARE TRADE! I look forward to speaking with the manager of SQUARE TRADE SOON! AGAIN, TAKE RESPONSIBILITY FOR SQUARE TRADES POOR WORK TO MY COMPUTER AND NEVER DID FUNCTION EVEN A DAY AFTER RETURN! DO what is rightSTUDENTS are watching and if a company can bully their way out of what YOUR company did to this very good computer what example are you setting for the future generation of students"Do the right thing even when no one is looking." Can You? Or will your PRIDE be your guide! My name is [redacted] L [redacted] , M.**
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ We apologize for the issue the consumer experienced with their appliance deviceThere was a delay to receive the second part needed for the repairTo resolve the claim we are paying the consumer out for their deviceThe consumer has been contacted and informed about the resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 11, 2016/01/28) */ no follow up, no communication, and laptop has been out of my hands for almost a month now for repairs I sent my sons laptop in for repairs and then had the same issue again, when he finally went on break from school I was able to send it inI was told on the phone that it had to have the same issue times to get a refundI waited almost weeks with no update before I decided to callwhen I called the representative told me that it looks like the computer cannot be repaired and I should get an e-mail in about hours with an updateI waited two days before I called backI spoke to a representative explaining my issues and he asked if he could put me on holdI sat on hold for about minutes before he returned to say he has been on hold with the 3rd party repair companyI asked to get a call back since I was at work, he said yes took my number and never called backI then called two days later and spoke to a representative and told him I was done and wanted a refund, I was transferred to a gentleman by the name of [redacted] and was told he is the only [redacted] thereI told him of my issues and at this point I wanted a refund and was just done and the lack of communication and no call backs was very frustrating [redacted] asked if he could call the 3rd party repair company, after a few minutes I said sureHe told me he would then call me back in minutesAbout minutes later [redacted] called back to say that he was unable to get a hold of anyone and would need to call them tomorrow and get back to meThis was 01/27/I told [redacted] that was unacceptable especially with all that I have already been throughI told him I wanted a refund and he said he was unable to do that, I asked to speak to his manager and he said hold on let me see if someone is herewhen he picked back up the line he said he was the only supervisorI asked him to put me in the escalation queue so someone could call me back he said he could not do thatThe only offer he had for me was corporates number or wait until 02/03/and then the refund would happen automaticallyI told him that was not acceptable [redacted] continued with that he could not assist me any further and could not have anyone call me backI took corporates number and told him to have a nice day and ended the callI am beyond frustrated with this company and feel like they want the warranty to run out so they don't have to replace or refund the product refund or replacement of laptop Final Business Response / [redacted] (4000, 13, 2016/02/10) */ This complaint is regarding an entirely different issueThe consumer will need to close this complaint & open a new complaint with Revdex.com
Square Trade offers absolutely awful service and you will be on hold foreverThey also don't share that this coverage does NOT cover a lost or stolen phone....then what good is it??
Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the delay on your claimWe obviously dropped the ball on this case in getting a unit overnighted to youI will follow up with our service department and review our processes From our notes, it does look like a phone was sent out to you last weekI'll have a tech contact you to make sure everything is OK Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) because they told me they were just going to send me a label to send my phone back now you send me a new phone whats the phone that they sent me came up to be defective soon when I wen I get charged a phone gets hot really hot another charge me and $for nothin back the old phone what I'm trying to figure out which one I'm sending back with one label Final Business Response / [redacted] (4000, 9, 2014/07/14) */ Hi [redacted] , I am so sorry for the error in sending you those phonesPlease send them back, as we'll be offering you a full reimbursement for your defective phone I believe one of our managers is already working with you to refund you the for the $chargeI'll work with her to make sure everything goes smoothly from here Regards, ***
The Square Trade Brochure indicates that they send overnight replacementsIt is a LIEIn my opinion a fraudulent advertisementIt took days for the phone to get to my hands!
Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ We apologize the consumer experienced issues with their device We contacted the consumer to address the complaint and move forward with a resolution but we have not received a response Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from [redacted] x on 11/12/7pmBecause I was out of town for the weekend, I called her on 11/17/15@ 9:19amHerr message states she will return the call within hourI received no response (like usual)As a result, I again called on 11/17/@12pmI'm still waiting for a responseAs I stated before, the solution can be resolved immediately by simply reinstating my coverage on the iphoneand because they already have my billing info which I provided them many months ago- deduct the back payment to make my account on this phone currentAgain, this error was their fault due to somebody not inputting the info I provided them on this account-they had no problem updating my other accounts-but they failed to correct this account I think it would be important for their VP of Customer Experience- [redacted] -to be aware of the poor customer service experience I'm havingI think Square Trade offers a great value, but severely lacks in the "customer experience" area Thanks, Hope this gets resolved soon! [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/19) */ We have made contact with the consumerAt this point the warranty unfortunately can not be reinstated Due to the nature of the situation we will still honor a repair or exchange for the consumer's deviceThe consumer has agreed to the resolution
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Hi ***, Here is an approval email stating that we did approve the claim and the consumer will be paid out Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Just because a complaint was filed my request actually went throughThis leads me to believe that the company does not do the claims as per they stated in their initial contract on the consumer's signing up and uses delaying tacticsIf I had not called multiple times, my claim would not have been processedThis is bad business as time itself is more of an important entity than the money being received and if I have to call them times with an hour each time on hold, that is money wasted for me! Plus, a claim fulfilled after almost weeks is completely unacceptable when the contract states 5-business days Thanks in advance *** Final Consumer Response / [redacted] (2000, 12, 2015/09/03) */ SquareTrade refunded us the cost of insurance plus paid the claim therefore I would like to close this case as solved amicably Final Business Response / [redacted] (4000, 9, 2015/09/03) */ We are sorry the consumer had issues with receiving their reimbursement One of the reasons for the delay is that the receipt was not sent to us using the proper procedureThe consumer did receive an approval email that states the consumer should, "Reply to this email (include claim number in subject line) and attach a copy of your receipt (digital photo, scan, etc.)We'll review it and then quickly reimburse you." The receipt was sent using instructions the consumer received to send in the proof of purchase of the device, which the consumer did perform properly and that receipt was receivedUnfortunately the repair receipt was logged in as a purchase receipt and no additional action was needed or taken It is not SquareTrade's intent to use "delaying tactics" to not reimburse our consumers appropriatelyOur 5-day guarantee refers to the repair time a claim will take when a device is sent in for repair, not the time it takes to complete a claim The long hold times are being addressed by SquareTradeWe are increasing the number of specialists to reduce those hold times Because of the inconvenience the consumer experienced in this claim we are going to refund the consumer what they have paid to this point for the warrantyWe are in contact with the consumer so they know what we intend to do
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ We are sorry the consumer had issues with their device Many times when a customer has multiple warranties for similar items our specialists get the warranties confusedThat is what we believe what happened in this case We have since spoken to the consumer and have taken his claim and resolved this issue
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We are sorry the consumer had issues with receiving their reimbursement For some reason our system did not process the payment properlyThis caused the delay in the consumer receiving their reimbursementWe reprocessed the payment and it was processed and is being shipped to consumerThey should receive the reimbursement by September Due to the delay and poor response the consumer experienced we are also refunding them the cost of the warranty We have contacted the consumer and they are aware of these payments Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a two year warranty on my son's phone days after purchasing it as I was comparing the terms of the SquareTrade warranty and the warranty offered by the providerTwo days later, my son cracked the screen and I went to submit a claimSquare Trade denied the claim, stating that it occurred within the plan waiting period (which according to the warranty is one day)I then called SquareTrade to get the issue straightened out, and three calls later finally had the claim approved and was sent instructions on sending in the phone for repairI then received a call stating that the claim will be denied because I told them that the issue occurred the day I purchased the warranty (which I didn't because that is not true - and if I did put that in the request, it was a typo which they would not allow to be corrected)To their credit, refunding my deductible and the money I paid for the warranty seems to have gone smoothly, but I would not be surprised if they come back and deny that later too (although if that occurs, I will be submitting a complaint to the Revdex.com instead of a review)
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We apologize for the issue the consumer experienced with their device The consumer did not purchase accidental damage from handling for the devicePer the Terms & Conditions Unless you purchase ADH coverage, we don't cover items that are damaged accidentallyThis includes water immersion, drops, and spillsThe consumer's warranty has been cancelled and refunded in full Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called them before I purchase the issurance,otherwise I wouldn't buy it Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Our records indicate the consumer's warranty contract does not include Accidental Damage from HandlingIf the consumer believes it was purchased and can provide documentation we'd be [redacted] to reinstate his claimCurrently the warranty has been cancelled and the consumer has been issued a full refund Final Consumer Response / [redacted] (4200, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the full refund,I wouldn't buy the insurance if they do not cover the phone drop and damage.that waste my money
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I am so sorry for the delay on thisI'll work with our depot to get this unit shipped back for an re-examAccording to the techs, this was a software corruption issue, so should be easily resolved Please understand that we're not trying to give you the run aroundAs you've noted, this was a very recent purchase and should be covered by HP's warrantyWhen HP was not able to assist you with this unit, SquareTrade took over and provided you with a shipping kit to send your laptop to our depot for servicingUnfortunately, since our techs have noted that this is a software issue, we would like to be able to review the device again, before making a determination on full reimbursement of the device I've called you and left my personal contact information for you to reach back to me Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have shipped this product to HP and the actual hard drive is corrupt, where I am being told it needs to be replacedAgain for a product that I have only had since April and have never been able to useSo now I am being sent a refurbished product when that is not what I purchasedThis is truly upsetting Final Business Response / [redacted] (4000, 9, 2014/08/05) */ Hi [redacted] , I apologize for the problems you've had with this computerPlease understand that you have multiple recourses available to you during this purchase If the unit was not functional right from the beginning, the reseller where you purchased the unit should have been contacted and requested to offer you an exchange or refund The reseller usually only offers a satisfaction warranty of daysAfter that, you have the option of contacting HP to utilize their manufacturer's warrantyBut as you advised us when you contacted SquareTrade, HP was not willing to offer assistanceThat's when SquareTrade took over and had your computer sent in for repair From the notes by our tech, this shows as a software issue, but if you say HP has told you otherwise and is willing to offer assistance now, then please proceed with that recourseWe'll still be here if you need further assistance with this Regards, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) NO assistance is being offered other than everyone passing [redacted] buck! Purchasing Power is where this purchase was made and they only do returns on UNOPENED productsHP is just telling me the issue, no new product no refund!
Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ Hi [redacted] , I am [redacted] ***, the Resolution Manager at SquareTrade I apologize that we were unable to send out replacement phones for your claimsUnfortunately, we did not have your particular model in stockWe were even unable to order new ones for youThe payout is for the current value of the phoneSo we wouldn't be able to reimburse you for more than the $And as the claims agent advised you, it takes about business days to send to youYou should have the check by now, but if not, please contact us right away and we'll have replacements sent out ASAP But due to the delay, I will be more than happy to get you a refund on your warrantiesI will have checks cut for the $you paid for the warranties sent out to you by end of this week Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all their agent told me that they have my particular model in stock, so they liedOnly after 1/week when I called that they told me that they don't have my particular model and that's when they offered me the pay outNo one called me or email meIt took them more than a month to send the check and I have to called twice just for them to cut the checkSo much for their zero-hassle claims and next day replacementthey shouldn't not be allowed to use this advertisements if they can't follow throughI should get the full amount of how much I paid for those phones w/c is $They have the receipt of how much I paid for those phones Final Business Response / [redacted] (4000, 9, 2014/08/05) */ Hi [redacted] , The check does take about weeks to issue and deliverYou should already have them by now And based on their current value, the money sent to you should be enough to replace the phones for you That along with the refunds on your warranty makes you completely wholeYou should all set at this point Regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response time sucksIt took them more than a month to refund my moneyNo replacement phone provided to me misleading advertisementI could go on and on they just have bad business
Contacted square trade about my Visio TV and got connected with a young man Named [redacted] who I felt was immediately on my sideWe went through a few minor troubleshooting steps which led us to requesting a technician to verify the issue [redacted] offered me two separate warranty sites, one in Pittsburgh the other Uniontown, I selected the latter [redacted] submitted the work request and a day later Tonys TV called and was there before Took about minutes for the tech to said my TV was in deed bad and the warranty would most likely be a replacement tv or the cost of the original, depending upon the cost of repair parts, Within two days I received an e-mail in regard to my TV which stated there were no available TV's and they would send the cost of the original TV setI was like WOW your kidding meLong story short I will continue to get warranties on all my electronic purchases I've had a truly great experience with square trade and my hat's off too [redacted] who guided me through the process Respectfully ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] [redacted]