To Square Trade Customer Service Management:* *Here is a record of my interaction with your company trying to fix TV issues, and to have you make good on your Protection Plan promises to fix or replace. I hope that if your company has integrity in fulfilling the services that it espouses, that your people will want to know how customers’ issues are not being served and resolved but just handled, and make some changes and improvements. I have given a lot of detail I know, but all of it is relevant and not fanciful so please do read.* *Please respond and advise me what can now be done. Thank you.* *July **th: *Telephone call to Square Trade. *Gave all the details that I had for the TV, all the issues that I’ve had with it. *Spoke with Marvin. Marvin said that he hears these issues a lot. *Although I had my receipt for the Samsung TV purchased June **th, **** and I had the S.T. Protection Plan ID number, they were unable to find the warranty. *He said they needed to research and find it and they would and I am to wait for an email that would come in **-** hours, but because a weekend not until the following Monday July **th and then I am to phone them again and go through the same steps to speak to someone else. *He gave me a case number ***********July **th. NOTHING.* *July **th:*Telephoned Square Trade as I did not receive any email. *Spoke with Jenelle and she told me an email had been sent which neither my computer nor phone received. She resent the email. And told me to send them a copy of the receipt from Costco which I did right away along with a copy of the Protection Plan Purchase confirmation. *Telephoned Square Trade again wanting to move forward. Spoke with another person. At this point I stopped asking for names. *I noticed that all the customer service people are well schooled in empathy for frustration. And they all tell me that they are going to help me and resolve the situation. *After going through everything once again, I am moved on to a TV expert. I don’t have my model number or serial number. can’t find the folder but am told that the TV specialist will be able to figure it out with me. He can’t. *Speaking with the TV specialist (and I wish I’d gotten his name) as he was the most sincere in trying to help out of all the * people with whom I’ve spoken to date. I gave him the numbers I had for serial, etc. but none of them were relevant. *He told me to take a photo of the number plate at the back of the TV and send that in and then they’d be able to take this to completion once they knew exactly which item they were dealing with. *That evening a neighbor came over to take the TV off the wall and I snapped a photo of the number plate and emailed that in right away to Jenelle at Square Trade or whomever was going to receive the email. *July **st*Received email telling me how to file a claim and to send in a copy of the receipt and proof of purchase, etc. etc. which had already been done. *Telephoned Square Trade yet again. Spoke with a very empathetic customer service person with whom I had to go through the story again but he did have the account and whatever had been noted in it by the previous customer service people. *He told me to ignore the email which he asked me to read to him, something I already knew and why I was phoning in again. *I have to mention that in between with every single customer service person, there are “brief holds” that happen for many several minutes many times during the conversation. This is not something you attempt on a lunch break! *After a while he was satisfied he had all the information he needed and said after a brief hold that he would transfer me to a TV expert. *I asked him to relay all the account details and issues so I didn’t have to go through the same story yet another time. He said he would. *The TV specialist was not so helpful. And he did not have all the information he was supposed to so I gave him model number*code, serial, version. *I have to say here that when we went onto the Smart Hub and connected with Amazon Prime this was the first (and so far only time) that it connected quickly without going through all the quirks and steps one normally has to take. It’s a shame that the only time was when I was speaking with him. Perhaps he thought there was no issue. *So the TV expert could not solve any of the issues and says he’ll connect me with Samsung who would indeed fix the problems and would also update my out of date software which my TV is not automatically updating though it’s set to, or letting me manually update. *I tell him that I don’t want to go to Samsung, as I have already in the past spoken with Samsung, with my internet provider and with Amazon Prime, all of whom kept sending me to somebody else and nobody took responsibility or fixed the problems. *And as nobody is fixing it I want a new TV. I think I’ve got a lemon. Have had issues from the get-go. *He says no to replacing the TV. That Samsung will help, will fix. I know he’s wrong. * *So I speak with Samsung. We go through all the different tests, checks and balances and we do a factory reset. *In reconnecting with Amazon Prime it goes through the same procedures that it shouldn’t be doing and literally every * seconds goes back to the screen “No Signal.” *She says this is not normal, I asked her to update my software, (that the TV specialist said she could do). *She was unable to do so and told me she had done all she could unless I wanted to call in an authorized agent to come to my home and check out my TV but if it’s not on warranty then I’d have to pay for it. I told her it was on Square Trade warranty and she said I have to go back to Square Trade. *By now two and a half hours have gone by. *Telephoned Square Trade again and after a “brief hold” I’m connected to a customer service person. *I give him my name and my email so my account is available and ask for a Manager. I’m fed up! Nobody is helping me. *He puts me on a brief hold three times as he’s looking for a supervisor or manager and is unable to find one. *He tells me that one will call me. *It is now three hours since then and I have not heard from a manager. *What kind of mickey-mouse organization is this? *I’m alerting Costco about this as well.*With Aloha * Libby Kelson-Fulcher, D.D.*P.O. Box *****Kailua-Kona HI ******(***) ***-**** (off)*(***) ***-**** (Cell)
GetHuman-libbytao did not yet indicate what SquareTrade should do to make this right.