Sqaure Trade Warranty

sitroenn

Just wondering about other people's experiences with Square Trade Warranty. Hope this is the right place for this topic.

I bought a laptop through EBay in January and took out the Sq. Trade Warranty. Laptop screen recently went dead and so I phoned S.T. and laptop was collected 26th August. Heard nothing for a few days so I phoned and asked about progress. Fobbed off.

Long story short: I have phoned 6 times and have also been given the repair depot's tel. no and have phoned there too. It was only yesterday that I got any real response and that was an email from the repair depot to say they had just received my laptop and would try to repair withing 5 working days.In other words my laptop has been sitting at the depot since about 28th August (unless DPD courier service takes almost 2 weeks to take an item about 200 miles within UK !) and now they are getting on with repair. Incidentally, last Friday I was told that the repair was already in hand.

Is this typical ? and what about the sentence in the SQ docs that says 'We will reimburse the full item price or fix your item and ship it back within 5 business days of receiving it at the depot, or refund you the cost of the warranty' ? Seems to me as if '...within 5 business days of receiving it at the depot..' actually means 'within 5 business days of actually starting to look at your laptop.'

Not very happy at the moment and wont waste my money again. I could have taken my laptop to local repair shop and had it back a week ago

Any similar experiences ? Advice would be appreciated.

Thanks

Quentin

Unusually for laptop warranty companies which are usually not insurance based they are covered by the FOS, so you can complain (using their formal complaints procedure) then if unhappy with their response you can escalate to the FOS at no cost to you.

sitroenn

Thanks Quentin -- very helpful and I shall def. be complaining. Since I uploaded my question this morning, SQ and the repair depot have phoned to say the repair is not economically viable and they will reimburse current value. I'm almost 90% certain it was a pretty easy, cheap repair and in any case they have taken 9 working days to get back to me and lied about it being repaired last week.

Thanks again for your reply and advice

J