Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device The phone that we had issues sending a replacement phone that operated properly was resolved eight months agoThe delay caused by us wanting to make sure a proper replacement phone was sent As per our terms and conditions we will provide a replacement device, if availableIn the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburseThis usually is the fastest way a unit can be repairedThis is the option the consumer choseWe are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ We are sorry the consumer had issues with their device There have been no reports of online support being disabled but we will definitely look into this matter We contacted the consumer via email and phone to resolve this matter but we have received no response
Initial Business Response / [redacted] (1000, 5, 2014/02/04) */ Hi ***, I am [redacted] the resolution manager at SquareTrade I am sorry for the delay on this claimUnfortunately, it looks like we had multiple issues sourcing a replacement part for you laptop during this claimI do apologize about that We typically are able to make our day gaurantee for repairs, but sometimes, due to parts inavailability, we do fail to meet that deadlineWhen that happens, we do offer a full refund on your warranty and still proceed with the repairYou have been refunded on this warrantyBut I do a see that the claims agent were supposed to contact you when this passed [redacted] day guideline, I'll reach out to that agent's manager and discuss what happened there Currently, your claim has been moved to a full reimbursement so you'll be able to buy a completely new laptop Please let me know if there's anything more I can do to helpYou can reach me at [redacted] @squaretrade.com Regards, [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response / [redacted] (2540, 12, 2014/02/12) */ I was promised the return of my hard drive that was in my laptopAs so today 02/12/I have not received the hard drive nor have I received any correspondence regarding itI have important data on that hard drive and would like very much to have it returned to my in working orderI called today and no one could confirm that the hard drive had been packaged and returned to me Business Response / [redacted] (2600, 14, 2014/02/13) */ Hi ***, According to our repair depot, your harddrive was shipped a few days ago and delivered on 2/12/I'll reach out to you to provide the tracking number FedEx has noted: Left at front doorSignature Service not requested Can you please verify, if you still do not have the drive, I will connect with FedEx to escalate the matter Regards, ***
We are sorry for any issues the consumer had with their device When a consumer sends in an item for repair we allow an additional day rework period incase there are any furhter issues that need to be adressed In the event the consumer's warranty ends after a repair our rework policy would still continue after the end date The consumers warranty has expired and is not eligible for any rework attempts At this point in time, SquareTrade would not be able to cover the consumers device
Initial Business Response / [redacted] (4000, 12, 2014/06/09) */ Hello ***, I am Shannon from the SquareTrade resolution team I apologize that you received a phone that was not in working orderWe test each phone before it leaves our facility, but it is possible that phones slip through the cracksWe are not able to supply new phones for all models, which is why it states in our contract that your phone may be new or refurbished ("How we will service your Item: Provide a new or refurbished product of equal features and functionality") Per our policy, we will issue a payment for the value of your item if after attemtpts we are unable to provide you with a working replacementAs a result, your claim has been moved to paymentIt appears that a check refund is on the way back to you for the retail value of your phone I apologize again that we did not clearly explain to you our policy and procedure for claims involving failed replacementsIf you have any further questions or concerns, please contact us at [redacted] @SquareTrade.com Sincerely, [redacted] Resolution Specialist Initial Consumer Rebuttal / [redacted] (4200, 16, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no resolution offered here, simply someone trying to explain away horrible serviceThe 2nd phone I received was also broken, the customer service people are rude and know that bad phones are constantly sent out which I now know was the reason the first girl I spoke with told me she wouldn't promise I wasn't going to receive more broken phones, the supervisors refuse to return phone calls and the overnight shipping guarantee wasn't metI hope this goes as a bad mark against a bad companyIt's taken me over hours of personal time to resolve a claim that was submitted online
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am ***, the Resolution Manager that you spoke with I am sorry this is still an continuing issueI'll reach out to you and verify your address and overnight a replacement check to you, if necessary Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] never reached out to meHis colleague [redacted] , whom I have dealt with for most of this dilemma, did call me to see if I had received the checkWhen I explained to [redacted] that I had still not received it he asked me for a new address and promised that a check would be sent to me overnight FedExA week an a half passed and I still never received the check (nor was a tracking number provided), so I called [redacted] back at his direct extension to get an updateHe explained there was an issue with their accounting department and the check was never sentHe said he would look into it and get back in touch with meHe never got back in touch with me Final Consumer Response / [redacted] (2000, 10, 2014/09/08) */ I received the requested payment from the company on 9/8/This dispute has been resolvedIt did, however, take the company over months to correct their errorI am also not confident this would have received the necessary attention without filing a Revdex.com dispute
Initial Business Response / [redacted] (1000, 9, 2015/01/28) */ According to our records the check in question was cashedThat is the reason the check would bounce as it has already been processed Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted to squaretrade proof of the check bouncing twice and of the fees charged by my bankWhat more can I possibly do to prove I haven't been paid, regardless of what their computer screen tells themOne of their representatives, Danyal, told me after I submitted this proof, that they did have some problems that particular week processing paymentsSo, why does it now become their customers burden to prove they haven't been paid? Final Business Response / [redacted] (4000, 13, 2015/02/09) */ We are sorry the consumer is having these issues According to our accounting records the check has been cashed, that is why when the consumer tries to cash the check it bouncesOur bank has sent us copy of the endorsed check Final Consumer Response / [redacted] (4200, 15, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) So am I supposed to give up and lose out on the $I paid for the repair and the $co-pay you charged me? Not to mention the wasted premiums paying for this insurance? That adds up to over $for hours of frustration and being ignored by your company
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve this case we made a one time exception and refunded the consumer for the price of the warrantyAs a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer We contacted the customer and he is aware of the solution
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their unitUnfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointmentThe consumer can move forward with another repair through SquareTrade or use a local technician and we will reimburse them for the repairThe consumer has been contacted by a Resolution team member to resolve their complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never cameI will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed
Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ We are sorry the consumer had problems with our replacement phones We are going to make an exception and payout the consumer on this claim as well as refund the deductible that was charged We are in contact with the consumer to have this processed
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We are sorry the consumer had delays in receiving his TV Due to this delay we decided to pay the consumer what they paid for the TV so they can purchase a replacement TV We have contacted the customer to make them aware of the payment Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) SquareTrade did not contact me, I called them for statusWhat makes matters worse is the television I purchased cost $So I purchased an additional year extended warranty from Sq.TrThe Television they offered to replace the original with is valued at $(Vizio E50-C Television Specs: 50" Screen 1080p Hz Smart TV HDMI ports)After calling for the final time, I was mailed a check for $ Please close this claim Final Business Response / [redacted] (4000, 9, 2015/05/19) */ We are sorry for what the consumer experienced and are relieved that they want to close this complaint
Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ We are sorry that the consumer is having delays in being able to file a claimWe have a copy of the receipt in our files showing that a warranty was purchasedThe issue with not having the warranty in our database has nothing to do with anything the consumer might have doneThe issue is that the warranty was not loaded into our databaseWe have escalated the problem, have contacted the consumer and will find a solution that will satisfy them
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ We are sorry the consumer had issues with this issue When working with a third party provider, Mcafee in this case, sometimes the data does not get to us properlyIt is our responsibility, however, to respond to the consumer with correct information or at least an update of the status of the request We have spoken with this consumer and have scheduled time to work together to get them an activation code that works Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call from [redacted] Cand he made sure that I the issue was dealt withHe even made a follow up call just to make sure that the activation went through
The first customer service repI spoke to told me that they do not replace [redacted] phones, they only repalr themNot true Then he told me my receipt was not readable, which was not true Then he changed his story and said they would replace the phone and it would be shipped out in days I was doubtful so I called back and spoke to someone different, which was how I found out the information he gave me was untrue And, he approved the claim for the replacement to be sent My issue is with my son's phone, who is away with the US military I explained the circumstances that I would not be able to get the broken phone immediately so could we delay the shipment of the replacement until days before I would be seeing him (since he can't receive or send packages at this time) The repsaid that was fine days later I got an email that the phone was being shipped that day and I would have days to return the old phone or be charged up to $ I called again and was disconnected Called again and was put on hold for minutes before I finally hung up assuming I was disconnected again He called me back and I believe the situation is resolved for now I need to call back to have this claim reapproved in weeks so I can take my son his new phone I have already spent a total of hours on the phone dealing with this company's poor customer service that was out of Pakistan and I hope that the rest of it is quicker I also had a very difficult time understanding several of the reps I spoke to due to their very thick accents
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The address we had was incorrect which caused a delay in the processing of the claimEven when we corrected the address in our system it did not initially resolve the issue We are processing a refund for the diagnostics that were performed Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their chair Although the consumer followed the process to have a claim filed it was not completed properly by SquareTradeWe are processing the claim and pushing it to payout We have contacted the consumer to let them know we will process the claim and we just need to know which method of payment they would like to receive the reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device The warranty had expired just after the claim was filedThe system would not allow a refund based on the fact that the warranty had expiredIt wasn't that the specialist refused to process the refund, it was that he did not have the tools available to them to process the refundWe have since enhanced our training so that the specialist better handle this situation The guarantee, however, is still active and the consumer is entitled to the refundWe have processed the refund and the consumer is aware of when he should receive the payment
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer had issues with their device As per our Terms and Conditions one of our options is to "Provide a new or refurbished product of equal features and functionality." The unit that was sent to the consumer, however, did have some functional issuesFor that reason and to make the consumer whole we did agree to payout the consumer the price he paid for the unit, $1, There was an error on our part and the payment was not processedWe are now going to process the payment and have the check sent overnight We are communicating with the consumer to let them know that we are sending them the funds We apologize for all the issue this consumer faced and are hoping that they will have a more positive feeling about using SquareTrade Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just receive the check for $1,which represent the amount of the price that I paid for the laptop
Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this caseWe have your account, but as noted to you by our agents, the warranty that you've indicated you purchased on December of is not available to us The documents we need for verification would be either the purchase confirmation from eBay or a Payment statement from PayPal, if you used PayPal for your purchaseYou sent us a clip of just a credit card statement without any identifying information, so we were not able to use that to help locate the missing warranty I will have a senior agent contact you right away to assist in getting this case resolved Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) NoI have not heard from SquareTradeThe credit card transaction is proof enough that I purchased the warrantyIn DecI e-mailed SquareTrade my receiptsI do not have the PayPal receipt or SquareTrade receiptmy computer crashed and lost the receipts This should be proof enough [redacted] Final Business Response / [redacted] (4000, 9, 2014/06/20) */ Hi Mr [redacted] , Unfortunately, the statement you sent us only had the listing, but does not have any contact info, so we're not able to verify the information on it PayPal keeps its own records, though, so if you can access the account, you should still be able to get the invoice for this purchaseThis will serve as your receipt, which is what we need for verification purposes If you wish, I can have an agent contact you to assist with this process Thank you, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cell phone was purchased though PatPal and in the transaction that I sent you was from my US Federal credit cardI contacted US Federal Visa and requested a receipt they said they would try to get it from SquareTradeThis is a SquareTrade Charge to my Credit card last four# [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade Thank you for speaking with me just nowAs I was able to explain, SquareTrade offers different types of warranties and you were probably sold a non-ADH (damage protection) warranty during the point of sale Since SAM's club has been able to get you a replacement unit, I'll continue to cover your iPod with the existing warrantyI also want to make an exception in your case, since it wasn't your fault that you were sold the wrong coverageIf you have damage to the unit in the future, contact me directly and I'll take care of the unit for youI'll send you my contact info directly Let me know if you have any questions or concerns, OK? Regards, ***
Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We are sorry the consumer had issues with their device The phone that we had issues sending a replacement phone that operated properly was resolved eight months agoThe delay caused by us wanting to make sure a proper replacement phone was sent As per our terms and conditions we will provide a replacement device, if availableIn the current case we do not have the model available and offered the consumer the option of have the device repaired locally and we would reimburseThis usually is the fastest way a unit can be repairedThis is the option the consumer choseWe are constantly updating our inventory to provide the consumer with replacement phones, but we cannot guarantee their availability
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ We are sorry the consumer had issues with their device There have been no reports of online support being disabled but we will definitely look into this matter We contacted the consumer via email and phone to resolve this matter but we have received no response
Initial Business Response / [redacted] (1000, 5, 2014/02/04) */ Hi ***, I am [redacted] the resolution manager at SquareTrade I am sorry for the delay on this claimUnfortunately, it looks like we had multiple issues sourcing a replacement part for you laptop during this claimI do apologize about that We typically are able to make our day gaurantee for repairs, but sometimes, due to parts inavailability, we do fail to meet that deadlineWhen that happens, we do offer a full refund on your warranty and still proceed with the repairYou have been refunded on this warrantyBut I do a see that the claims agent were supposed to contact you when this passed [redacted] day guideline, I'll reach out to that agent's manager and discuss what happened there Currently, your claim has been moved to a full reimbursement so you'll be able to buy a completely new laptop Please let me know if there's anything more I can do to helpYou can reach me at [redacted] @squaretrade.com Regards, [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response / [redacted] (2540, 12, 2014/02/12) */ I was promised the return of my hard drive that was in my laptopAs so today 02/12/I have not received the hard drive nor have I received any correspondence regarding itI have important data on that hard drive and would like very much to have it returned to my in working orderI called today and no one could confirm that the hard drive had been packaged and returned to me Business Response / [redacted] (2600, 14, 2014/02/13) */ Hi ***, According to our repair depot, your harddrive was shipped a few days ago and delivered on 2/12/I'll reach out to you to provide the tracking number FedEx has noted: Left at front doorSignature Service not requested Can you please verify, if you still do not have the drive, I will connect with FedEx to escalate the matter Regards, ***
We are sorry for any issues the consumer had with their device When a consumer sends in an item for repair we allow an additional day rework period incase there are any furhter issues that need to be adressed In the event the consumer's warranty ends after a repair our rework policy would still continue after the end date The consumers warranty has expired and is not eligible for any rework attempts At this point in time, SquareTrade would not be able to cover the consumers device
Initial Business Response / [redacted] (4000, 12, 2014/06/09) */ Hello ***, I am Shannon from the SquareTrade resolution team I apologize that you received a phone that was not in working orderWe test each phone before it leaves our facility, but it is possible that phones slip through the cracksWe are not able to supply new phones for all models, which is why it states in our contract that your phone may be new or refurbished ("How we will service your Item: Provide a new or refurbished product of equal features and functionality") Per our policy, we will issue a payment for the value of your item if after attemtpts we are unable to provide you with a working replacementAs a result, your claim has been moved to paymentIt appears that a check refund is on the way back to you for the retail value of your phone I apologize again that we did not clearly explain to you our policy and procedure for claims involving failed replacementsIf you have any further questions or concerns, please contact us at [redacted] @SquareTrade.com Sincerely, [redacted] Resolution Specialist Initial Consumer Rebuttal / [redacted] (4200, 16, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no resolution offered here, simply someone trying to explain away horrible serviceThe 2nd phone I received was also broken, the customer service people are rude and know that bad phones are constantly sent out which I now know was the reason the first girl I spoke with told me she wouldn't promise I wasn't going to receive more broken phones, the supervisors refuse to return phone calls and the overnight shipping guarantee wasn't metI hope this goes as a bad mark against a bad companyIt's taken me over hours of personal time to resolve a claim that was submitted online
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am ***, the Resolution Manager that you spoke with I am sorry this is still an continuing issueI'll reach out to you and verify your address and overnight a replacement check to you, if necessary Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] never reached out to meHis colleague [redacted] , whom I have dealt with for most of this dilemma, did call me to see if I had received the checkWhen I explained to [redacted] that I had still not received it he asked me for a new address and promised that a check would be sent to me overnight FedExA week an a half passed and I still never received the check (nor was a tracking number provided), so I called [redacted] back at his direct extension to get an updateHe explained there was an issue with their accounting department and the check was never sentHe said he would look into it and get back in touch with meHe never got back in touch with me Final Consumer Response / [redacted] (2000, 10, 2014/09/08) */ I received the requested payment from the company on 9/8/This dispute has been resolvedIt did, however, take the company over months to correct their errorI am also not confident this would have received the necessary attention without filing a Revdex.com dispute
Initial Business Response / [redacted] (1000, 9, 2015/01/28) */ According to our records the check in question was cashedThat is the reason the check would bounce as it has already been processed Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted to squaretrade proof of the check bouncing twice and of the fees charged by my bankWhat more can I possibly do to prove I haven't been paid, regardless of what their computer screen tells themOne of their representatives, Danyal, told me after I submitted this proof, that they did have some problems that particular week processing paymentsSo, why does it now become their customers burden to prove they haven't been paid? Final Business Response / [redacted] (4000, 13, 2015/02/09) */ We are sorry the consumer is having these issues According to our accounting records the check has been cashed, that is why when the consumer tries to cash the check it bouncesOur bank has sent us copy of the endorsed check Final Consumer Response / [redacted] (4200, 15, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) So am I supposed to give up and lose out on the $I paid for the repair and the $co-pay you charged me? Not to mention the wasted premiums paying for this insurance? That adds up to over $for hours of frustration and being ignored by your company
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ We apologize that the consumer had issues with their device We can not guarantee the availability of our inventory at a particular timeIn this case the exact model was not available to the consumer To resolve this case we made a one time exception and refunded the consumer for the price of the warrantyAs a courtesy we also reimbursed the consumer for shipping fees he paid with a separate retailer We contacted the customer and he is aware of the solution
Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We apologize for the issue the consumer experienced with their unitUnfortunately the technician did not inform us that the repair was unsuccessful or we would have set a new appointmentThe consumer can move forward with another repair through SquareTrade or use a local technician and we will reimburse them for the repairThe consumer has been contacted by a Resolution team member to resolve their complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not been successfully contacted by Square Trade prior to this and as mentioned, I contacted Square Trade to advise the repair was unsuccessful and my call was routed multiple times before I was advised of a call back that never cameI will schedule a repair through an authorized GE source and once repair is complete, and payment has been reimbursed, I will consider this matter closed
Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ We are sorry the consumer had problems with our replacement phones We are going to make an exception and payout the consumer on this claim as well as refund the deductible that was charged We are in contact with the consumer to have this processed
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We are sorry the consumer had delays in receiving his TV Due to this delay we decided to pay the consumer what they paid for the TV so they can purchase a replacement TV We have contacted the customer to make them aware of the payment Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) SquareTrade did not contact me, I called them for statusWhat makes matters worse is the television I purchased cost $So I purchased an additional year extended warranty from Sq.TrThe Television they offered to replace the original with is valued at $(Vizio E50-C Television Specs: 50" Screen 1080p Hz Smart TV HDMI ports)After calling for the final time, I was mailed a check for $ Please close this claim Final Business Response / [redacted] (4000, 9, 2015/05/19) */ We are sorry for what the consumer experienced and are relieved that they want to close this complaint
Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ We are sorry that the consumer is having delays in being able to file a claimWe have a copy of the receipt in our files showing that a warranty was purchasedThe issue with not having the warranty in our database has nothing to do with anything the consumer might have doneThe issue is that the warranty was not loaded into our databaseWe have escalated the problem, have contacted the consumer and will find a solution that will satisfy them
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ We are sorry the consumer had issues with this issue When working with a third party provider, Mcafee in this case, sometimes the data does not get to us properlyIt is our responsibility, however, to respond to the consumer with correct information or at least an update of the status of the request We have spoken with this consumer and have scheduled time to work together to get them an activation code that works Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call from [redacted] Cand he made sure that I the issue was dealt withHe even made a follow up call just to make sure that the activation went through
The first customer service repI spoke to told me that they do not replace [redacted] phones, they only repalr themNot true Then he told me my receipt was not readable, which was not true Then he changed his story and said they would replace the phone and it would be shipped out in days I was doubtful so I called back and spoke to someone different, which was how I found out the information he gave me was untrue And, he approved the claim for the replacement to be sent My issue is with my son's phone, who is away with the US military I explained the circumstances that I would not be able to get the broken phone immediately so could we delay the shipment of the replacement until days before I would be seeing him (since he can't receive or send packages at this time) The repsaid that was fine days later I got an email that the phone was being shipped that day and I would have days to return the old phone or be charged up to $ I called again and was disconnected Called again and was put on hold for minutes before I finally hung up assuming I was disconnected again He called me back and I believe the situation is resolved for now I need to call back to have this claim reapproved in weeks so I can take my son his new phone I have already spent a total of hours on the phone dealing with this company's poor customer service that was out of Pakistan and I hope that the rest of it is quicker I also had a very difficult time understanding several of the reps I spoke to due to their very thick accents
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ We are sorry the consumer had issues with their device The address we had was incorrect which caused a delay in the processing of the claimEven when we corrected the address in our system it did not initially resolve the issue We are processing a refund for the diagnostics that were performed Due to the poor service the consumer experienced we are refunding them the price of the warranty and paying them out to resolve this claim
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We are sorry the consumer had issues with their chair Although the consumer followed the process to have a claim filed it was not completed properly by SquareTradeWe are processing the claim and pushing it to payout We have contacted the consumer to let them know we will process the claim and we just need to know which method of payment they would like to receive the reimbursement
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ We are sorry the consumer had issues with their device The warranty had expired just after the claim was filedThe system would not allow a refund based on the fact that the warranty had expiredIt wasn't that the specialist refused to process the refund, it was that he did not have the tools available to them to process the refundWe have since enhanced our training so that the specialist better handle this situation The guarantee, however, is still active and the consumer is entitled to the refundWe have processed the refund and the consumer is aware of when he should receive the payment
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ We are sorry the consumer had issues with their device As per our Terms and Conditions one of our options is to "Provide a new or refurbished product of equal features and functionality." The unit that was sent to the consumer, however, did have some functional issuesFor that reason and to make the consumer whole we did agree to payout the consumer the price he paid for the unit, $1, There was an error on our part and the payment was not processedWe are now going to process the payment and have the check sent overnight We are communicating with the consumer to let them know that we are sending them the funds We apologize for all the issue this consumer faced and are hoping that they will have a more positive feeling about using SquareTrade Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just receive the check for $1,which represent the amount of the price that I paid for the laptop
Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade I am sorry for the hassle on this caseWe have your account, but as noted to you by our agents, the warranty that you've indicated you purchased on December of is not available to us The documents we need for verification would be either the purchase confirmation from eBay or a Payment statement from PayPal, if you used PayPal for your purchaseYou sent us a clip of just a credit card statement without any identifying information, so we were not able to use that to help locate the missing warranty I will have a senior agent contact you right away to assist in getting this case resolved Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) NoI have not heard from SquareTradeThe credit card transaction is proof enough that I purchased the warrantyIn DecI e-mailed SquareTrade my receiptsI do not have the PayPal receipt or SquareTrade receiptmy computer crashed and lost the receipts This should be proof enough [redacted] Final Business Response / [redacted] (4000, 9, 2014/06/20) */ Hi Mr [redacted] , Unfortunately, the statement you sent us only had the listing, but does not have any contact info, so we're not able to verify the information on it PayPal keeps its own records, though, so if you can access the account, you should still be able to get the invoice for this purchaseThis will serve as your receipt, which is what we need for verification purposes If you wish, I can have an agent contact you to assist with this process Thank you, [redacted] Final Consumer Response / [redacted] (4200, 13, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cell phone was purchased though PatPal and in the transaction that I sent you was from my US Federal credit cardI contacted US Federal Visa and requested a receipt they said they would try to get it from SquareTradeThis is a SquareTrade Charge to my Credit card last four# [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ Hi ***, I am [redacted] ***, the Resolution Manager at SquareTrade Thank you for speaking with me just nowAs I was able to explain, SquareTrade offers different types of warranties and you were probably sold a non-ADH (damage protection) warranty during the point of sale Since SAM's club has been able to get you a replacement unit, I'll continue to cover your iPod with the existing warrantyI also want to make an exception in your case, since it wasn't your fault that you were sold the wrong coverageIf you have damage to the unit in the future, contact me directly and I'll take care of the unit for youI'll send you my contact info directly Let me know if you have any questions or concerns, OK? Regards, ***