Very very disappointed with SquareTrade. After doing a little searching I have found hu...

GetHuman-stevepek's customer service issue with SquareTrade from December 2018

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The issue in GetHuman-stevepek's own words
Very very disappointed with SquareTrade. After doing a little searching I have found hundreds of complaints and negative feedbacks. I did find on your main page “Hassle Free Claims” and Under your “TV Warranty” clealy states you cover “Screen Failure”. It would have been nice to have received an email or a hard copy or even a link of exactly what my warranty covered when I purchased it. Never happened. Now for my opinion of your customer support. I got the feeling after the *nd of * calls (averaging ** minutes per call… half of it wait time) that they were trying everything they could to void the warrantee that I payed for. First call not to bad. They checked a few things and said they needed my receipt even thought when I clicked on the box on the website it said my receipt was “verified”. So I sent my receipt anyway. On my *nd call the girl had me do a few things to the TV. Unplug, replug…etc. She was reading the procedure of a computer screen or manual. Next she had me turn on the TV and go into the menu. She told me to open a few menu items on my TV. I told her that I did not have those menu’s she was asking for. Had to explain that she probably looked up the wrong model or I have a different firmware on my tv. She had no clue. So we had to skip the troubleshooting part and was sent to the TV department. Just as bad. All scripted from the computer screen. TV department was no help. They sent me an email to upload * pictures of the TV which I did. Next day I received an email for more pictures of the bottom right corner of the panel. Which I did. How they determined from those pictures that I have a burnt panel is beyond me. That night I logged it to check the status of my claim and everything I click on said I must call and talk to a specialist. So a *rd call. Still waiting for a response I was told. Following day I get an email to call (So called) TV specialist. Called the number and got regular person. She told me that they determined my TV panel was burnt and it was not warrantied. She was going to send me some text showing it was not covered. I asked her to tell me where to get to it on the website. She had no clue. Then I asked her what that meant an she did not know what a burnt panel was. I told her I wanted to escalate the call and she said there was no way to escalate. I realize now that I never spoke to a person with any knowledge of tv repair. I am very familiar with how electronics work. So I did a little research. “OLEDs work in a similar way to conventional diodes and LEDs, but instead of using layers of n-type and p-type semiconductors, they use organic molecules to produce their electrons”.**.*To make an OLED light up, we simply attach a voltage (potential difference) across the anode and cathode.**.*As the electricity starts to flow, the cathode receives electrons from the power source and the anode loses them (or it "receives holes," if you prefer to look at it that way).**So according to your diagnosis …”Burnt panel” looks like a bunch of these oled’s stopped working. It sure sounds like an electrical issue to me. aAnd electrical issues are covered under your warranty. The only issue I am having with the TV is that the yellow colors are green in the middle *** of the screen. “All other ** million colors the TV puts out are fine. Picture is perfect except for that issue. I would consider this discoloration. Was never able to talk to a real TV specialist who actually has TV repair experience or knowledge of how a TV works. I paid a lot of money for this TV and was told by the “specialist” who looked at a few cell phone pix and determined I have a “burnt” panel. When you have an issue with your car….you bring to qualified mechanic. I do not know of any mechanic or dealership voiding a warranty by phone or email without have a qualified person physically look at it first. When you have an issue with your tv you have a qualified TV service man determine the problem. Not someone sitting behind a desk reading off the computer screen. Very very disappointed with the lack of knowledge of your so called specialists. I see you are a member of the Better Business Bureau. I will be contacting them on how you do business and about the lack of knowledge your so called specialist have about the products you warrantee and the poor service you provide. . Also be posting on your Social Media accounts and any retailers and store that you offer your services to. Worst customer service I have ever had to deal with.**Right off your website:* Like a warranty, only better*Hassle-free online claims*Also from your website: The * in red I have.*SquareTrade has you covered.* *Mechanical & Electrical Failures Screen Failure Speaker*Sound Failures Power Supply Burnout Won’t Power On Remote Failures.*Also off your website:* Like a warranty, only better*Hassle-free online claims
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Customer service issue
Reported by GetHuman-stevepek
Dec 3rd, 2018 - a mon ago
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GetHuman-stevepek started working on this issue
Dec 3rd, 2018 5:43pm