"I was impressed with how quickly they refunded my money. The communication via email was wonderful. The customer service person I spoke with on the phone, however, was very rude. She accused me of waiting until the manufacturer's warranty on my phone expired just so SquareTrade would have to refund my money. In light of her attitude, I was surprised at how easy the process actually was. Other than that, pleasant experience."

Response from SquareTrade: "Hi Jodie, Sorry you had a bad experience. We built our business on excellent customer service so when we hear about situations like this, we try learn from them and do our best to make them right. If you wouldn't mind sending an email to our Customer Experience Manager, Kord (kordhelps@squaretrade.com), he'll work with you to make sure you're satisfied with SquareTrade's service again. I hope we can do better next time. Regards, Naomi, The SquareTrade Team"   Date: Jun 30, 2009

"It took more than a month for the claim to be paid. Since the iBook failed at the start of Memorial Day weekend, a week before school finals, it was taken to a local Apple Store for immediate repairs, rather than wait on the usual SquareTrade mail-in procedure. (Other than initiating the claim on-line, I couldn't talk to anyone at SquareTrade until the following Tuesday, the fourth day post failure.) The first person I spoke with wasn't sure the repair would be covered, because I had not waited, but then another representative called me back and said it would be. However, no claim forms/instructions arrived via mail, as promised. My next call (on a Friday during posted business hours) only got an answering machine that said everyone was in training. When I got through on the following week, I was told no forms were needed, and to just fax in my repair receipt. That first fax was lost by SquareTrade. After another week and another call and fax, I was told the claim would be paid the next day. A week later, nothing. So, I had to call a fifth time. The claim was finally paid, with apologies for the delays, but no explanation as to what had gone wrong. "

"The item did work for several months, but then had problems with an expensive printed circuit board. Square Trade did honor this warranty and I was paid the purchase price, but only after waiting for a month after initial confirmation was sent to me. "

"The people I talked to at Square Trade were very nice and told me they would reimburse me for the price that I paid as of yet I have not gotten the money I don't think I would do business with them again "

"Online claim process didn't work at all, but the phone service was fine. Got my refund in about 2 weeks after returning the item. All in all, SquareTrade is worth it."

"I was told that they never received my products invoice, when it was returned for a claim, even though I put an extra copy in its box. But they still paid my claim on time, after I e-mailed them a copy of its invoice."

"I called to inquire about my GPS. I was first told that I would be refunded for my purchase. I asked why and was told that was the policy. (I wanted my GPS returned repaired instead of a refund). Then I went and called about how to return the product so I would be refunded. I was told the product was going to be repaired instead. I said ok that was what I wanted. The product was returned repaired in a reasonable amount of time. The site explained what stages the repair was in. I received the product but there was no explanation on what was wrong with my product. I just received the GPS yesterday and I have yet to try it out to make sure it has been fixed properly. I can understand the confusion at first about return or refund, possibly a new associate but I would have like an explanation of what was wrong. "

"I didn't like how long it took to answer some questions I had about the product."

"We bought a motor krzr. I thought it took a litter longer for delivery. Then after receiving the krzr for like a month the front screen didn't work then thank god for buying the square trade insurance. We usually don't take out the extended warranty or anything and this is one time we are glad we did and we would do it again"

"Support was excellent from Square Trade.Seller should thoroughly check item"

"In all, I have to say Square Trade was a good service. They did refund my purchase price of my phone when they could not fix it. However, I had to mail it to Texas, and it took almost 2 weeks to get an answer as to whether it was repairable or not. The service line personnel were not very helpful, they could not tell me if my phone had arrived for repair, or when I might get it back. Insurance for the phone if I had bought it from my wireless company would have been $7 per month, this was only $12 for the year, so a good deal in that respect."