nav_sap_SWP_6M_fly_beacon St Lucia Explore Home Audio All-New Amazon Fire TV Subscribe & Save Valentine's Day Cards Knock snow out cold Amazon Gift Card Offer girls2 girls2 girls2  Amazon Echo All-New Fire Kindle Paperwhite Winter Sports on Amazon.com SnS Winter Driving Best Books of the Month Men's Leather Watches Learn more
Customer Review

12 of 14 people found the following review helpful
4.0 out of 5 stars Mediocre Service and a Non-repaired item (Reimbursed the second time around), December 10, 2012
This review is from: SquareTrade 2-Year Tablet Protection Plan ($450-$500) (Personal Computers)
I submitted a claim for my Asus tablet to be repaired and the beginning went off without a hitch, completely automated and had my shipping slip and my tablet mailed in within 1 day. Got confirmation that the tablet had been received by UPS and I was impressed with how easy it was to send it in. That is were the ease stopped however, I never received another update email after that. After over 10 business days since they had received my tablet at SquareTrade I decided to call in and get an update. All I got was "It is at the depot, I don't know what it's status is, I will email them". At that point I was ok with waiting a little longer and expected to be updated with an email (as the agent stated). No email received in the next week so I called again, this time the agent told me it had shipped already and should be at my doorstep within the day or the next. I called again later that day to mention the 5 business day guarantee and learned that my item had not in fact shipped! Luckily the third agent was very helpful and made sure it was shipping by the next business day.

Finally, two days later I receive my "repaired" tablet in the mail. I open it up, power it on and... the screen is atrocious. Significant water damage and other damage behind/inside the screen. Tablet is unusable. Called the next morning to ask for reimbursement or some sort of solution (it had been nearly a month at this time that I had not had my tablet). I was told to send it in AGAIN!!

When pressed for reimbursement as per their contract, they stated, "Sir only if the item is deemed unrepairable will we reimburse you, otherwise we will repair it and send it back."

Now I have to start the entire process over again and presumably it will be few weeks at least before my tablet is actually back in my hands (repaired? maybe).

Very frustrated with the service and the fact that you have to call multiple times to get someone willing to help.

EDIT: Updated my review from 2 to 4 stars because I will end up receiving reimbursement. Docked 1 star for it taking a million calls to get someone helpful.

After receiving no packing slip email to send the product back in for repair a second time, I called again today and got someone who was very helpful on the phone. Granted me the reimbursement right off the bat for my troubles and long wait. I do still have to send it in again but I'm fine with that as I actually received the shipping label this time.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No

Be the first person to comment on this review.

[Add comment]
Post a comment
To insert a product link use the format: [[ASIN:ASIN product-title]] (What's this?)
Amazon will display this name with all your submissions, including reviews and discussion posts. (Learn more)
Name:
Badge:
This badge will be assigned to you and will appear along with your name.
There was an error. Please try again.
Please see the full guidelines here.

Official Comment

As a representative of this product you can post one Official Comment on this review. It will appear immediately below the review wherever it is displayed.   Learn more
The following name and badge will be shown with this comment:
 (edit name)
After clicking the Post button you will be asked to create your public name, which will be shown with all your contributions.

Is this your product?

If you are the author, artist, manufacturer or an official representative of this product, you can post an Official Comment on this review. It will appear immediately below the review wherever it is displayed.  Learn more
Otherwise, you can still post a regular comment on this review.

Is this your product?

If you are the author, artist, manufacturer or an official representative of this product, you can post an Official Comment on this review. It will appear immediately below the review wherever it is displayed.   Learn more
 
System timed out

We were unable to verify whether you represent the product. Please try again later, or retry now. Otherwise you can post a regular comment.

Since you previously posted an Official Comment, this comment will appear in the comment section below. You also have the option to edit your Official Comment.   Learn more
The maximum number of Official Comments have been posted. This comment will appear in the comment section below.   Learn more
Prompts for sign-in