Square Trade Laptop Extended Warranty 3-year up to $699.99 not honored San Francisco Nationwide

January 3, 2016

I bought a 3-year extended warranty for my laptop from Square Trade (ST) in January 2014.  In November 2015, the laptop screen began having lines across it and then went black (back light went out) and the camera failed to work.

I contacted ST to begin my claim on November 10, 2014. They gave me the option of taking my laptop to be repaired where I purchased it (Tiger Direct) and ST would pay for the repair, or take it to another local repair shop and pay for the repair with the promise of being reimbursed by ST.  Because I required the laptop for my graduate program, I chose Tiger Direct thinking this would be the fastest way to get it repaired.  After several hassles, Tiger Direct basically waited 3 weeks before calling us to say they were going out of business and that they had not ordered the parts for the repair.

I contacted ST for the second claim.  They told me I needed to take it to Geek Squad (GS).  GS sent the laptop to their repair center ($35 fee that I paid) and returned it saying that they could not find replacement parts for it.

I contacted ST for the third claim.  They told me I was required to send it to them for repair.  I explained that if GS could not order parts, I did not think they would be able to either. I asked if they could call the repair center and find out, so I could expedite the repair after all this delay.  They were very unwilling to help me resolve this, so I sent the laptop to ST.  They received it on Dec. 23, 2015, and I am still waiting for a resolution.

When I began to insist on talking to a supervisor, several customer service reps were argumentative, interrupting me frequently.  Each one promised that they would personally resolve my claim, but did not contact me when they promised.  I do not trust Square Trade.  It appears that they are purposefully giving me the run around.

All I was wanting to hear from them was, "Yes, you have a valid warranty with ST, and we will honor it."  I have yet to see if this is a company of integrity or not.