Top critical review
35 people found this helpful
on June 12, 2013
Square Trade has stiffed me. My complaint to BBB follows:
On Oc. 24, 2010, I purchased a three-year warranty from Squaretrade for $31.99 covering a new GPS device; TomTom XXL540. The coverage included the Accident provision.
On Apr. 21, 2013, I submitted a claim the issue being that the battery would not hold a charge. They sent an acknowledgment and said a label was attached. One was not. On 4/22 I advised them of that.
Apr. 25; Received and email from SqTr that on 4/24 (that's correct), a shipping kit had been delivered to my address. It had and I sent the GPS on 4/25.
May 9: Received the GPS with NEW screen damage and, otherwise, in the same malfunctioning condition as caused the claim. I advised SqTr.
May 14: Received email from SqTr advising that a shipping kit would be sent for the return of the GPS.
May 20: Received a phone call from the SqTr repair facility asking what was wrong with the GPS. I told them it wouldn't hold a charge. We exchanged questions and answers and they said that they would send a shipping kit as one had not been sent (see May 14). I updated SqTr and they replied on 5/23.
May 25: The following from SqTr.: "In reviewing your account, I found that we received your item originally on 04/24/2013 and it was repaired by 05/01/2013 which fulfills our 5 days service guarantee. However, since you mentioned that the unit was not repaired correctly, we have filed a rework for you and requested the repair shop to resend you the packing for you to return the unit back to them for repair. Please note that if the repair shop determines that the item cannot be repaired we will simply reimburse the price of your item. However, if the item can be fixed, it would be returned to you once the rework is completed."
May 30: I advised SqTr that I had sent the GPS on Saturday, 5/25.
June 3: I emailed a request for a status update on the repair or replacement of the GPS.
June 4: I called SqTr's warranty help line and the only thing they could tell me was that the repair place had the GPS. I emailed SqTr for and update.
June 7: I emailed for a status update. I received a call from the service facility requesting that I send my car charger. I explained that the car charger has nothing to do with the device's battery not being able to hold a charge and, besides, I use a mains charger to replenish the GPS. I sent an email to SqTr requesting the immediate repair and return of my device or the replacement price per contract.
June 8: Received email from SqTr that the repair facility would call needing the car charger. I wrote back that they do not need it (see 6/7).
June 10: Email to SqTr: "Please return my device fully repaired or a check covering the purchase price."
June 11: Email to SqTr: "Kindly either return my device fully repaired or issue a check. No more delays. Okay?"
June 12 (evening): Email to SqTr: "RETURN OR BUY MY GPS."
It is now 2p PDT, June 12, and there have been no replies. Kindly encourage SqTr to fulfill their obligation.