Square Trade Horrible customer service and incompetent technical support Internet

My daughter purchased an ASUS laptop from Amazon with an extended warranty from Square Trade in March 2016.  In October 2016, her dog stepped on the screen, cracking it.  She had a local company back up data from the hard drive before sending it to Square Trade for repair under the warranty.  They recieved it and then contacter her to say that the repair would take longer than estimated because they had to order parts.  The computer was returned with a new screen, a loose speaker wire was fixed and a new hard drive.  Windows was not properly configured on the computer and no explanation was provided for the hard drive replacement.  She reinstalled all of the software and used the computer for a couple of weeks.  Then when she turned it on she got a blue screen.  She called Square Trade technical support.  Three different technicians over two days spent more than 9 hours trying software fixes on the machine that all failed.  It continued to get blue screen and OSD errors when it was restarted.  I told her it sounded like a hardware error and suggested that we have a local repair shop look at it.  I called Square Trade to ask them about reimbursing us for the cost of the independent diagnostic.  After quite a bit of time, I was told that they would authorize it but that my daughter had to call back with the computer and get authorization from technical support.  She called them, told them what I had been told and they refused to authoize the independent diagnostic.  She called me back in tears.  The next day, the repair shop told her that they had been unable to perform a diagnostic on the hard drive because if appeared to be damaged so they called ASUS who said that we should contact Square Trade to see if we should return it to them for an RMA or just send it directly back to ASUS.  I called Square Trade and they finally agreed to have use return it to them for a refund.  They told me that their notes stated that they had suggested the independent diagnostic which is a lie.  

In addition to lousy customer service and horrible technical support, they are using a VOIP system with inadequate bandwith so phone calls get cut off in midsentence and their telephone hold music is terrible.