Just wanted to share an experience we had today with SquareTrade.
We purchased a laptop and 2 year warranty at the same time on eBay... laptop needed service after its included 1 year manufacturers coverage and we called SquareTrade. Here's my experience as I reported it to SquareTrade in their chat room survey. What have you experienced?
Case # XXXXXXXXX......my coverage was cancelled when asking to file a claim because the agent thought that the coverage and item were purchased in two different stores, so that the warranty was invalid. They were not, but simultaneously bought on eBay. We did not request nor authorize cancellation and tried to tell the agent that, but he insisted that we had no choice. The agent then immediately refunded the warranty cost.
We called in again and spoke to another agent that gave us the case # above and promised to email us so we could submit our receipts and straighten out the problem. The email never came (and spam was checked).
Finally I initiated an online chat with an agent (Ace) who said that the first agent reported that we requested the cancellation. We even discussed that it would never make sense for me to cancel coverage when calling in to file a claim and especially 3 months after the Dell laptop's 1 year included coverage had ended. Ace's response was that your firm must go by the first agent's claim that we had requested cancellation and you cannot reinstate coverage even if your firm was in error.
Overall this issue involved 3 calls to agents, unfulfilled promises to email us so we could submit receipts, and finally the chat agent saying that it is your policy to not reinstate coverage even if the firm is at fault, then closing our 45 minute chat before I could save the transcript.
I don't know any other way to interpret the actions and attitudes I encountered today but as being the policy of SquareTrade to ignore their customers needs and purposely deprive them of their warranty service.
I will not be shy in reporting this to eBay and on social media.
