I purchased an extended warrantees for myself and my wife purchasing cell phones at Costco in Holbrook,. January this year. In April my phone died and I called up Square Trade and they said they will replace the phone but I must send it back fast or be charged for the phone.
My wife upon receiving my phone put on the appropriate stickers on the package. but didn't realize it should have gone fed Ex, we mailed it back via the post office but with all the tags of info required on the package, as well as we purchased a tracker to find it in April
Based upon what they said on the square trade statement we were expecting a bill if anything went wrong within their time slot, which was within a month time,.With appropriate notice there would have been no problem we would have been prepared. The problem started August 4th my wife's phone had issues and I called up Square Trade and they informed me I owe them $700.00 for my old phone. They cited I am responsible since we used the wrong mailing agency and thus the don't have the tracking number. I asked why they never contacted me and they said that they emailed me. That is the only way they do buisness.My issue is
1. I never received their emails, and they don't mail out bills, so I was totally in the dark about this. Since I was dealing with a Costco product I thought it would be professionally done, and mailing out bills and notices is the usual protocol of getting bills. The question is do they have a responsibility to let the consumer know their is a problem .Is emailing the appropriate way of letting a consumer know their is a problem. I for one browse my emails I generate a huge amount of them and am aftraid to open up unknown emails out of fear of virus which my computer seems to grow. But opon checking my computer for them, they did not seem to exist.
2. Because of their insistence of getting their phones back fast I feel that they have a duty as well to act as they expediently as well, this allows the consumer to get information that might be time sensitive. Unfortunately after four months I couldn't the receipt from the post office, and too much time has gone by for them to generate a copy. If they did the right thing I would have had the problem finding or getting another receipt.
4. They don't know if the package is in their warehouse and they are too disorganized to find it. Nor will they intercede with the post office since they were receiving the package. But i honestly feel they have it and cannot find it. Talking to their representative I asked what is their mailing address he could not find it. This scared me if he could not find their address how could they find my phone
Perhaps we do owe some responsibility but they too as well. Its very easy to lay the blame on me. On the other hand they expect me to pay $700 dollars am I suppose to email it to them or are they going to mail me a bill. The other question I have if a person has not responded via emails should they not call or should I dare say mail out a bill. They will not admit any wrong nor assit their that we both had issues
Product or Service Mentioned: Squaretrade Protection Plan.
Reason of review: Poor customer service.