Square trade Square trade warranties through Staples Square trade will not honor warranty San Francisco California

 My wife and I had purchased a Dell computer in August 2017, and purchased a 4 year $299 warranty through staples with a company named Square trade.  We saved receipt and flyer from Square trade, which explains warranty coverage.  Flyer explains that LCD screen display is covered.  Flyer also promises 2 day service.

The computer has never been mis-handled, dropped or damaged in any way.  Today the computer was working fine, and the screen turned black, with vertical lines.  I called the warrenty company, Square Trade, and they told me that I needed to contact Dell.  I explained that I already spoke to Dell (for over 2 hours on phone) and that Dell was willing to send a shipping label to me and repair LED screen.  Time to complete repairs was quoted as 12-14 days. 

I explained to Dell that I had purchased warranty through square trade and was told by Dell that Square trade is a third party and I would need to contact them if repairs needed to be completed sooner.

My wife has now spent 1 hour on the phone with Square trade, to no avail.  Originally, she spoke with a rep named Brian King, who told her that her only option was to call Dell and have them make repairs.  My wife asked to speak with a manager.  Brian King told my wife that there was not a manager available-that he was in claims.

My wife asked three more times for a manager and was finally transferred to a floor manager named Brandon Waterield.  Brandon explained to my wife that the warranty did cover the lcd screen,  but it was to her benefit to go  through Dell for repairs.  My wife explained that she needed quicker service than Dell could provide and Square trade flyer promises 2 day service.  Brandon then told my wife that he could not help her, and her only option was to speak to Dell.

My wife asked to speak to Brandon Waterfields manager, and he transferred her to Irwin Thomas.  My wife explained her situation again, and Irwin said that he could not offer her 2 day sevice and only option was to speak to Dell and ask for quicker service.  My wife asked why she had paid $299 for warrenty, if they were not willing to honor agreement.

My wife asked to speak to Irwins manager and he placed her on hold.  He then came back, using a disguised voice and different name, which she could not understand.  She asked him to repeat name and he started to laugh.   My wife recognized his voice as Irwin and asked why he was playing games.  He continued to laugh and told her he could not help her.

This company is a complete rip off.  I contacted Staples store where I purchased computer, and explained situation to manager,  Manager asked me to come in tomorrow with computer and receipt and he would contact Square trade.  Manager told me that warranty does cover 2 day service and screen repair.