ED Magedson – Founder
Square Trade Returned operating computer as dead box Internet
Under my Square Trade warranty I sent in a white 2009 Macbook 13 in pristine condition. I have had the used Macbook and warranty for about a year and a half. Several months ago we discovered the computer had reduced sound volume (my wife never uses sound so we did not notice before) and a UBS port that provided power but did not function. I had forgetton until recently that we had a warranty. The computer was in immaculate physicial condition with a hard case and keyboard cover. Square Trade indicated that normal turnaround was 2-3 once received. 8 days after their receipt I called for a status and was told they did not have one and would contact the repair depot. I called 3 more times befoe they reported that the delay had been needed parts and that the parts should be there soon and the computer should ship within 2 days of repair. There was no mention about the change in operating status of the computer. 2 days later i receive a call indicating that the depot had discovered a water exposure indication on the logic board and the computer would not be repaired. They said they were going to refund my warranty and return the computer. Still no mention that it no longer worked. When i got it back it had dirty finger prints on it and the case was broken from the inside out at the power button. When I pressed the button to power on the computer was dead. Inside the box with the computer was a plastic bag with 9 screws. I plugged the computer into power tio make sure it was not just a dead battery. Nope, it was a dead computer. I called Square Trade and they told me to send pictures (which I did) and they would escalate the issue. 2 days later they called and said the screws were not discovered until the computer had been put back together and there was nothing more they would or could do. The dead computer had come from the logic board exposure according to them. Apple disagrees. Square Trade ofered to put the screws back into the computer if I returned it but they did not offer any additional explanation of the dirt, breaks or total failure. Just if I would return it they would put the sccrews back into the dead computer. Since then I contacted Sophie, the Square Trade agent, and she said she would escalate this once again for answers. 8 days later I have received no answer, even after having called and left messages 3 times and sent several emails. I have never had any issue with Square Trade before but this is totally wrong. There is a marked diference between we will not repair your computer and we are sending you a dirty dead computer with a broken case and a bag of loose screws.
This report was posted on Ripoff Report on 04/04/2014 09:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/Square-Trade/internet/Square-Trade-Returned-operating-computer-as-dead-box-Internet-1136461. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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