I sent my Alienware M17X laptop to Squaretrade to repair a malfunctioning CPU fan, the built in camera, a flaky Blu-Ray drive, and a springloaded door on the memory card slot that wouldn't close. Let me emphasize, that my computer still WORKED. I packed my laptop in the box that Sqaretrade sent me, and wrote on the paperwork that was sent in that I did NOT want a refund if they couldn't fix it, but that I wanted my laptop BACK. Several weeks later, I recieved an e-mail telling me that the laptop's motherboard was bad (?!), and that they were going to refund me $614.00 for a laptop that I paid $1600.00 for. I called them immediately, and talked to a John H., who told me that he would "contact the depot, and have it sent back to me.". Another week passed, and no laptop. I called back and was told that they were still looking for it, and that he would send me the tracking number as soon as it was sent. Another week passed, and still no laptop. I called them back, and spoke to rep named Nicole, who said she would call the depot, and check on things, then call me back (she didn't call back). I called them back the next day and asked to speak to Nicole, and when she picked up she told me that my working laptop had been taken apart for spare parts! I instantly spoke to a supervisor by the name to 'B.J.' who tried to get me to settle for the $614 for my $1700 laptop, and eventually agreed to refund me $1000.00 (which he later reduced to $999). I wasn't happy by any means, but I had no recourse but to take what they offered. A couple of days later, I still hadn't recieved the refund. I called 'B.J.' back, and he told me that it was being processed, and would be in my PayPay account by that evening. It wasn't. I lost out on a great deal on a laptop on Ebay that was equipped the same as the one they had destroyed (it was only going to cost me $600.00 more they they were supposed to refund me). It's Monday morning now, and Still no refund. I called SquareTrade yet again, and was told my refund would be processed today. I have searched in vain, trying to find a phone number for SquareTrade corporate, in order to get in touch with someone higher up to complain to, but they keep the executives well insulated from people like me who have been burned by their company.
Beware SquareTrade, they have everything stacked in their favor if they screw you
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