Top critical review
4 people found this helpful
Disappointing result - I would avoid SquareTrade
on 21 December 2014
I got a Square Trade (ST) warranty for my S3, back in 2012 - at first it all seemed fine, with a low price, but soon I realised you get what you pay for.
In late 2014, I filled out a claim for my S3. Sure enough, customer service were nice at first, but not very knowledgeable on phones, let alone Android phones.
Simple enough - fill out the form, drop it with UPS and wait for it to return.
So I waited about a week, and got my phone back - I was super excited as the turn-around was really fast.
I open the package, to my disgust, the phone's screen had been replaced with a replica/fake/not original.
The touch screen buttons had changed colour and the screen didn't look as good as it did beforehand.
Now this I could slightly live with, but then the home button of the S3 was literally getting lodged into the display - yet again, signs of a fake/after-market button - then to just top it all off, the Firmware on my BTU, SIM free S3 was now VODAFONE branded - great job there ST! Since when did I ask for a VODA phone?
So I called ST again, this time quite annoyed at the situation - what happens? Oh, phone goes dead. Not my end, they dropped the phone on me.
So I call back this time stating: "You drop the phone on me again, I have the phone call recorded and will publish it online" - funnily enough they stick on the line and go ahead with the repair - this time round they have absolutely no idea what the "problem is" - they couldn't seem to understand why the home button was getting stuck, why the buttons were different and had absolutely, I mean absolutely no idea what a firmware was and/or an Android ROM. I literally spoke to the guy like he was a 5 year old explaining him what it was. It isn't my job to do so - where's the basic training at ST?
Anyway, cut the story short, the phone is sent back - around a week and a half later (yes this one took longer) - the phone came back - the home button as fixed, and the screen is now an original screen, however the firmware is still Vodafone branded. Sure enough, I can flash the phone quite easily - but why should I, when my phone has been tampered with by some people at ST? Long story short - I'm not playing ball and want to get to the bottom of this, be it via Trading Standards or via Amazon (where I bought the warranty from). I'm simply dissatisfied with the whole experience and ST should be ashamed about the staff that dealed with my "repair".
Since it has been almost a month that I've had to deal with not having a phone, I've been forced to use my mother's secondary phone (gotten used to it), but that doesn't mean I should have an S3 sitting in a drawer, due to the incompetence of ST employees.
I was going to buy 2 ST warranties for 2 other phones, but now I'll definitely not commit to that. You get what you pay for. Sure the phone was "fixed" but my definition of fixed is original parts, properly done - not after-market and dodgy dealings.
Just as a follow-up: SquareTrade offered a partial refund of the warranty (50%) and offered to give me money towards flashing the phone at an official repair shop.
As much as the good-will gesture is "nice" - I still don't think it's enough. I think a full refund of the agreement (for their poor customer service) and a full refund of the phone was entitled.