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Please read before taking out this warranty as the advert and policy documents are incorrect.
on 23 February 2014
There are many reviews for SquareTrade, all very positive. Unfortunately the vast majority appear to be from people who have set up their warranty quickly & easily online and haven't had to deal with SquareTrade's customer service or make a claim.
There are multiple online retailers selling SquareTrade warranties, Amazon being one of the main ones. You can go to Amazon and purchase a SquareTrade warranty considerably cheaper then on the SquareTrade website (it appears). The Amazon listings are created and maintained by SquareTrade and the warranty comes from them directly.
I purchased a new SquareTrade warranty from Amazon having meticulously read the terms and conditions to ensure my new device was fully covered. Everything matched up with what I wanted and I was happy with the terms and conditions, especially the fact that the device didn't have to come from Amazon (which it didn't, I'd bought it from another reputable retailer 2 days prior). This was made especially clear by the bullet point statement "Available for items purchased on or outside of Amazon".
Shortly after setting up my warranty I noticed on the 'My Warranties' page that the insured device was described as having been purchased from Amazon. I contacted customer services to ask if this could be changed to where I actually bought the device from as I didn't want it to affect any possible claims.
Some hours later I received a phone call from a SquareTrade representative informing me that not only did my warranty not cover the type of device I'd purchased but it also didn't cover items that WEREN'T purchased directly from Amazon. I thought "how strange" since my device is an electrical item within the price range described and it says on the site that it doesn't have to come from Amazon. I calmly confronted the representative about this new information and explained that I'd read the key facts document, the T&C's document and the Amazon listing thoroughly (as I'm generally cautious when it comes to insurance) and not only did such information not exist but the site explains that the device does not need to be bought from Amazon.
The now bewildered support rep just kept repeating 'I'll have to take this up with head office'. At this point I requested to speak to a manager. I was assured that a manager would ring me back shortly.... No phone call.
In the meanwhile I forwarded an email with images detailing the misinformation on the website..... still no phone call. After several hours I rang SquareTrade and requested to speak to a manager again as the call I'd been promised hadn't happened. I explained that due to pending travel I would like to know that my warranty/accidental damage is in place...... Excuses followed by "a manager will definitely contact you in the next hour" .....still no phone call.
I've since contacted Amazon and reported the issue. Amazon have contacted SquareTrade requesting that they amend any incorrect information on their listing and work towards resolving the issue. I've still had no phone call.
The alarming thing is, when you look at the glowing reviews on Amazon for SquareTrade please take a moment to ACTUALLY READ THEM. A massive percentage of them are from customers who've purchased their Amazon listed SquareTrade warranty for similar devices, from different retailers and are happy with their purchase but have never claimed or spoke to SquareTrade. If the information SquareTrade have given me is true then THESE PEOPLE'S PRODUCTS ARE NOT COVERED! If you have one of these warranties I'd recommend you contact SquareTrade and ensure your warranty actually covers your item. This creates an interesting stalemate. If the information presented is incorrect will SquareTrade amend/update it? If so, are they going to contact the hundreds of people giving them glowing reviews on Amazon and tell them that their products are not covered? Are they going to refund them? Maybe they'll honour the warranties although I doubt this as they' were arguing mine when what I've paid for is in black and white and I'm not even making a claim.
I'm not entirely sure how any of this has come about but I'm pretty sure it's illegal. You can't base a policy around what your policy documentation DOESN'T SAY whilst simultaneously making excuses in an attempt convince customers that they're wrong about what the retail site DOES SAY.
If you can trust a company who can create new terms and conditions on the fly that aren't mentioned in any of their documentation and blatantly dispute features of your product which are written in plain English on re-seller websites, then enjoy your warranty and good luck if you ever have to use it. Otherwise I'd recommend taking out an extended warranty from the manufacturer of your product or checking the features of your home insurance/credit cards as these can sometimes cover electrical products etc. Had I not contacted SquareTrade to query a tiny error on the policy I would have been paying for a warranty that would NEVER have covered my device and only found out when it was too late.