Squaretrade ADH Warranty (DO NOT BUY)

Discussion in 'MacBook Pro' started by macbookSD, May 20, 2015.

  1. macbookSD, May 20, 2015
    Last edited: May 20, 2015

    macbookSD macrumors newbie

    May 20, 2015
    San Diego
    Hello Everyone,

    I'm so frustrated with squaretrade. I filed a warranty claim on squaretrade, my laptop (MacBook Pro 2012) was accidentally damaged, and it fell from my 3rd story balcony while using it on the table outside . Anyways i filed and claim and they said your claim WILL be approved etc. They sent me a box to send in the computer to be repaired, they said if they can’t repair it they will give me a refund on the laptop. Which was $1,200.00. Anyways they just called me earlier this week and left me voice mail saying your claim has been denied.

    I called back to figure out how this was possible, i called and agent picked up after 8 minutes, then said oh let me look into your claim. Basically put me on hold for 40+ minutes without answering the line again. So I called from my second phone, while the other line was still on hold. Another agent picked up after about 10 minutes and said let me look into this. Put me on hold for about 5 minutes then said oh we have a rep looking into your claim and to continue holding on the other line and to hang up this new line. So i ended up hanging up and continue holding on the main line I called from and guess what? After 55+ minutes on hold they hung up!! I called back I was on hold for another 30 minutes then they said oh we will call you back.... they didn't call me so i called back after a few hours and now they say; your claim is denied because it doesn't look like "accidental Damage" i told them what!?? It IS accidental, they said they looked at the laptop and said it’s not accidental so they are not fixing it or giving me a refund. I told them they have no grounds to say it was "Intentional Damage" i asked do they have witness's do they have video Etc? They said no. I said then I'm telling you what happened and you don't believe it? They said oh well now you can email me back directly whatever you want to say and i can forward it to that department that denied it. So i emailed everything that happened.

    They called me back and left me a voicemail a day later now saying oh it’s still denied and now to email legal@squaretrade.com; Basically they are avoiding paying on this because the cost of the repair/ cost of the laptop. Which is complete BS! They have had me call multiple departments as well as send multiple emails to multiple people/departments. Like really! They are just trying to make the customer give up, which I'm not going to!

    What’s funny/Ironic is online on my claim it shows... (SEE ATTACHED)
    Our Product specialists have taken a look at your item and were happy to let you know that your claim has been approved! Your item will be repaired within the next 5 business days and sent back to you. "

    This is a scam and they are not paying out or repairing expensive items.


    Anybody have any tips for me
    (I have filed a claim with the BBB & the California attorney general)

    anything else i can do?

    Attached Files:

    • lies.JPG
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  2. Fluttershy macrumors regular


    Mar 16, 2012
    Why would their warranty cover you dropping the MacBook?
  3. Crzyrio macrumors 65816

    Jul 6, 2010
    Because Square trade sells warranty/insurance products like this:

    SquareTrade 3-Year Computer Accident Protection Plan
  4. inhalexhale1 macrumors 65816

    Jul 17, 2011
    The entire reason to go with Squaretrade, as opposed to Apple Care, is for the accidental coverage.
  5. T5BRICK macrumors G3


    Aug 3, 2006
    I'm pretty sure dropping a laptop from a 3rd story balcony looks like something other than accidental damage.
  6. abta1 macrumors 6502

    Jul 5, 2010
    Paris, France
    Honestly I feel bad for the OP but let's face it, insurance companies will find any tiny way to get out of paying out. I find the first party ones like Applecare to be better than third party coverage but they all have issues.

    Products are covered by law for manufacturing defects. Outside of that, just try to be careful and take care of your possessions. You are better off putting the money you would spend on these policies into a rainy day fund IMO.

    Of course you can continue to fight it but that may end up being more costly to you in the end. Also sometimes these accidental damage coverage policies have caveats such as "unnecessary risk" clauses, which they could make the case that putting your laptop in a position where it could fall from a third story balcony is unnecessary risk and thus not be covered, even if you could prove that it was accidental damage.

    Best of luck if you choose to fight it.
  7. Fluttershy macrumors regular


    Mar 16, 2012
    Thanks for clarifying.
  8. Brian Y macrumors 68040

    Oct 21, 2012
    Is there any kind of insurance ombudsman in the USA you can go to?
  9. wct097 macrumors 6502

    Nov 30, 2010
    I have my MBP listed on a "personal articles" policy w/ State Farm along with my wife's diamonds. If I drop it in the pool or off the deck or have it stolen out of my vehicle, it's covered with a $0 deductible.

    Amex also offers "purchase protection" for 90 days from the purchase date that covers accidental damage (might have a $ limit).

    Not sure what Square Trade costs, but my policy with State Farm only costs a couple dollars per month.
  10. jaysz macrumors newbie

    Oct 20, 2013
    Take them to your local small claims court, it costs about $50 or so to file, if they don't show you win, if they do show they will have to prove how it was not accidental. One caveat if you do win you may have difficulty making them pay the claim but there are ways to do that, hth.
  11. saturnotaku macrumors 68000

    Mar 4, 2013
    That's exactly how I have mine covered as well. Think it's something like $34/year, so yeah - a couple dollars a month. :cool:
  12. Craig Nehrkorn macrumors newbie

    Dec 15, 2018
    --- Post Merged, Dec 15, 2018 ---
    Thank you for posting this. I almost bought this warranty for my Macbook air but remain skeptical for reasons of this very nature so thank you again for saving me the money and headache had I needed to call.
  13. Never mind macrumors 6502

    Never mind

    Oct 25, 2018
    Dunedin, Florida
    The original post is from 2015 and the OP never came back to tell us what happened.
  14. SDColorado Contributor


    Nov 6, 2011
    Highlands Ranch, CO
    This is an old thread, but worthy of resurrection because these kinds of stories pop up from time to time. I had a similar experience with Asurion several years ago. I purchased it from the AT&T store along with my iPhone because I was sold on the accidental damage coverage that was supposedly better than what Apple offered according to the AT&T store and assured that if anything happened to my phone I would get next day replacement.

    One winter I was walking and had my iPhone in my hand because I had just taken a quick call. Before I had a chance to put it away I hit a patch of ice. I went down, the phone went flying. I faired better than the phone in the damage department.

    I called Asurion and the first of the issues began when they told me that they were going to ship me a box to send them my current phone. I asked if they were overnighting my replacement phone as well, since it is supposed to be next day replacement. No, they said, the next day replacement only happens *after* they receive my phone and have determined it to be a warranty replacement. I asked, let me get this straight, I have to wait for the box you send me, then I have to wait for the phone I put in it to reach you, then the warranty to be processed, before you will send me my next day replacement? Yes, I was told. That could take up to a couple of weeks. A couple of weeks with no phone? They suggested I purchase a used one on eBay or borrow an older one from a friend. Seriously??

    What I did instead, since I had a parent in the hospital and could not be without a phone for that length of time, was purchase a new phone. I then sent them mine to be repaired with the idea to sell it once it was replaced. I then get a denial of my claim, similar to the OP, where they were trying to state that the phone was not "accidentally" damaged. I think if you look up "accident" in the dictionary, you might find a picture of a guy slipping on ice as I did. It was pretty much a textbook "accident."

    I have also had an issue on a printer covered by Asurion that just failed during the warranty period and they gave me so much of a run around that I just said F-it and replaced it.

    Long story short. I will never purchase an Asurion warranty either. I think these kinds of warranties give extended warranties a bad name and cause a lot of frustration and wasted money to the buyer. Apple Care may not be perfect, but I tend to think it is money better spent than these aftermarket companies whose main job is to deny, deny, deny claims.

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