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Report: #1329990

Complaint Review: SquareTrade - Nationwide

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  • Reported By: Zeigh — Prescott Valley Arizona USA
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  • SquareTrade Nationwide USA

SquareTrade Poor Quality Control and Customer Service San Francisco, California Nationwide

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I recently filed a warranty claim for an iPhone and it has been a disaster. It took two replacement phones before I received a fully functioning device, not to mention the time lost with repeated phone calls and data backups. Here are the three main points of my experience that also ended up being “three strikes and you are out”:

 
Poor Quality Control- The replacement iPhone that I received had a dead battery that took reconditioning by charging/draining a couple of times. After the trouble of loading all of my data from backup, I discovered that the cellular reception kept dropping before eventually becoming non-existant. It two trips to Verizon for a new SIM card each time before it was finally confirmed that the iPhone sent was defective. Yup, I needed to then file a warranty claim for my warranty claim.
 
Poor Customer Service Communication- All of the representatives that I spoke with throughout the several calls to address my matter were from Pakistan (I asked them for their location). An employee could be on Mars for all I care, just speak clear English, stop apologizing or saying thank you with every sentence, and know how to efficiently deviate from a script to save the customer time. One employee had to recite the whole history of the claim out loud before answering a simple question. SquareTrade has changed to this non-USA based customer service (at least for their cellular phone warranties) since I last dealt with them and that is a greedy corporate business mistake that saves money, but generally frustrates customers across the board.
 
Poor Business Efficiency- Usually a replacement is sent overnight and a weekend was rapidly approaching. Apparently there was no phone in their inventory, so a brand new one was purchased for me. I made three calls to confirm the status and tracking number for my replacement phone and it was a waste of time upon each call, as no such update was available to the representatives that I spoke with. The phone was actually delivered overnight (without OnTrac getting a required signature, which was their fault) and left around the corner from my front door. I didn’t discover it until two days later. Had I know any of this, I could have been up and running with reliable communication for my business sooner.
 
Overall, there have been a string of problems encountered with SquareTrade over the past year and this last incident has the final straw. Apple’s AppleCare Plus now offers the same coverage details and is finally cheaper than it was before, putting them back in the game. That is where all my business will go from now on. Even if it cost more money, I would still use Apple simply for better customer service and a representative that i can easily understand. That is really sad, because I have thrown allot of business to SquareTrade over the years and they seem to have just grown too big and forgotten their roots of quality customer service.

This report was posted on Ripoff Report on 09/25/2016 09:27 AM and is a permanent record located here: https://www.ripoffreport.com/reports/squaretrade/nationwide/squaretrade-poor-quality-control-and-customer-service-san-francisco-california-nationwid-1329990. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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