12 of 14 people found the following review helpful
Mediocre Service and a Non-repaired item (Reimbursed the second time around),
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.