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BEWARE OF SHADY TACTICS!
on July 9, 2015
I purchased a 3 year SquareTrade warranty with accident protection on Amazon with my Asus Transformer tablet. I had read pretty good reviews on them at the time (about 3 years ago). I've since purchase a SquareTrade warranty on several other items. I never had to use the protection, until recently, when my tablet started acting very flaky (mainly wifi issues, but a few other issues as well including flaky GPS). Let's face it, a tablet without wifi is basically a brick, with a screen. Now I'm starting to wonder if the bulk of the review here are because this protection "seems like" a good deal, or if SquareTrade's service has gone downhill, while their shady tactics have gone up. Here's my HORRIBLE experience with them...
After I started experienced issues with wifi intermittently not working (even the blue icon would show, but wouldn't get any internet connectivity for quite a while at times), I soon realized the issues weren't going away. I made absolutely sure that it had nothing to do with my wifi in the house. I have several other devices on wifi including a laptop, 2 TV's, a repeater, etc., and all of them worked fine...including the TV that was about 6 feet away from where the tablet was primarily used. On 6/16/15, I went to the SquareTrade web site, and even though I had uploaded my receipt after I purchased the warranty (since they encourage customers to do that so they don't have to worry about keeping it for later if needed), the web site said it was on file...but on another screen said I needed to upload it . Luckily, I still had it. I probably shouldn't taken this as a bad sign of the days ahead...but I still had faith.
I filed my claim, and 2 days later I received an e-mail:
"I am sorry to hear about the issue with your item, I know it is frustrating when our electronic devices do not work correctly.
It sounds like there may be a glitch in the firmware and to resolve the problem you are facing kindly follow the troubleshooting provided below:"
...then a YouTube video was linked.
I quickly found out that this was NOT "troubleshooting" for a "glitch"...the video walked you through doing a factory reset on the device, and of course losing everything on it at that point. The factory reset didn't help the problem at all, and now I couldn't even register my Gmail account since I had no working wifi connection. So I replied telling the rep what happened, and that I was a bit annoyed since his "troubleshooting" for the specific issue/fix he spoke of was nothing of the kind.
On 6/19/15, I received an e-mail asking me to ship my tablet and power supply using the shipping label provided. I shipped it in, hoping their fast repair time as advertised held true. Several days later, I received my tablet back...in the EXACT same state as I shipped it in...with the same wifi issues, and a work order in the box that said "reseated covers". What the heck is that supposed to even mean? What "covers"? At this point, I was even more annoyed with this process, so I called and asked to speak to a manager. I spoke to the manager, and told her how urgent my need for this device was at the time and that I had waited several days now only to have nothing done (she claimed they didn't find the issue, so they just shipped it back). She said she could send me to a local repair shop to get it repaired, and get reimbursed for the repair costs by sending my receipts in in reply to the e-mail she was sending me. She also said that if they deemed it unrepairable, that SquareTrade would refund the ~$385 I originally paid for the device.
I waited for the e-mail, and all I got was an e-mail that said, "Your claim is approved! Next, we'll be sending you:
• The part(s) needed to get your TV up and running". TV? This is a tablet, and I've never purchased a SquareTrade warranty for a TV. The e-mail also had a claim number on it that matched nothing of mine. The rep asked me to forward her the e-mail, which I did, then put me on hold for a while. When she came back, she told me that their system was messed up ("clearly", I thought!). She sent me another e-mail with a reference number and the addresses and phone numbers of 3 local repair places (but no names of the places, as I later noticed). She said to reply to this e-mail with repair receipts, or something deeming the item unrepairable for a full refund if that was the case.
I called the first place on the list a few times over the next few days, left voicemails, but got no return calls. Over the weekend, the tablet went off (on it's own), and would no longer turn on. On Monday, I decided to just drive to the first address on the list. After driving around aimlessly for a while, I realized the place didn't even exist. It didn't help that I had no name of the place to look for on a sign, but I figured out based on the address that it didn't exist. So I called the second place on the list, and went there. When I got there, they looked at the tablet, couldn't get it to turn on, but also looked up replacement parts...and found out that the wifi, among most other parts on this tablet, was not replacement on this model. When I told them of my endless drive, they told me that place I showed them had gone out of business quite a while back...so that's why I couldn't find it. The tech at the repair place said even if the device does turn on, wifi is unreplaceable on this model, so the device is unfixable. She wrote this up on my work order, I went home, and I scanned/e-mailed the work order in reply to the e-mail from SquareTrade, as they requested.
Three days went by, and I heard nothing back from SquareTrade. All I could think was, "Is this ever going to get resolved?" So I called them again tonight, and this thing took a whole new horrible twist. Now, they're telling me that I only had a 2 year warranty, and that it expired last year. Yep, about 1 year ago. Yet for some reason, the web site allowed me to file the claim? And for some reason, everyone I've talked to so far just...didn't notice that? Yeah right lol. While I was on hold waiting for them to come back to me, I went to the web site, thinking I might see a status change...and I sure did. They had altered the dates to make it look like I had a 2 year warranty instead of a 3 year warranty (luckily I have proof/screenshots of all of this, along with my original receipts showing that I paid for a 3 year warranty, and the date that I purchased it, along with my original contract).
After that, more time being put on hold, more switching things around on their end, it seemed endless, and like they were determined to do anything possible to get out of paying this claim and making things right. I will try to update this if/when something positive happens here, but at this point, it looks very unlikely. Needless to say, I will never purchase a SquareTrade warranty again at this point, and I will be getting refunds for the few that I purchased recently (hopefully that won't be the hassle that this was), and my prior referrals will change to negative referrals.
I'm attaching screenshots of the original e-mail confirmation of this warranty showing the date purchased/sent, the last 4 of the policy #, and that it's a tablet warranty, as well as a screenshot of the warranty as it shows today, AFTER they made changes to the dates...showing the date purchased, the last 4 of the plan ID that I left visible which matches the e-mail, the coverage start date (which makes the date purchased not even make any sense).