Squaretrade Warranty Replacement TV - AVS Forum | Home Theater Discussions And Reviews
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post #1 of 27 Old 11-07-2017, 03:11 PM - Thread Starter
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Squaretrade Warranty Replacement TV

I bought a LG 65UB9500 TV set in Dec. 2014 for $2499 and bought a 5 year square trade warranty through Costco. This set was their top of the line, flagship at the time. A while back, the HDMI 2 input stopped working and that is also the ARC input. I filed a claim with square trade and they sent a repairman and a new main board. The repairman couldn't get the part to work and put the set back together and told my wife he couldn't line up the holes correctly and left out a screw. Now, none of the HDMI ports will work and the repairman didn't file his report and square trade has offered me the following replacement sets:
Samsung UN65MU6300
Samsung UN65MU6500
LG 65UJ7700
The reviews are not really that great for any of these replacement offers. I called and told them these were not acceptable and they told me to wait 3-4 days and see if any other offers appeared but so far none have. What recourse do I have? These are entry level sets where as mine was the top of the line at the time. I'm open to any suggestions and thanks for any help.
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post #2 of 27 Old 11-07-2017, 04:45 PM
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What does your warranty say as far as replacing the tv?
I would also contact Costco & complain about Square Trade.
Maybe they'll step in & help you

Last edited by Samshort; 11-07-2017 at 04:50 PM.
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post #3 of 27 Old 11-08-2017, 08:13 AM
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You have to find features that you have that the new sets do not.......Like 3D, tell them you want a 3D TV. None are made anymore so tell them you want full payout in a form of a check since there is no longer a "like" product. DO NOT BUDGE !! Have a friend who is a lawyer?
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post #4 of 27 Old 11-12-2017, 05:33 AM
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Quote:
Originally Posted by fireman1000 View Post
I bought a LG 65UB9500 TV set in Dec. 2014 for $2499 and bought a 5 year square trade warranty through Costco. This set was their top of the line, flagship at the time. A while back, the HDMI 2 input stopped working and that is also the ARC input. I filed a claim with square trade and they sent a repairman and a new main board. The repairman couldn't get the part to work and put the set back together and told my wife he couldn't line up the holes correctly and left out a screw. Now, none of the HDMI ports will work and the repairman didn't file his report and square trade has offered me the following replacement sets:
Samsung UN65MU6300
Samsung UN65MU6500
LG 65UJ7700
The reviews are not really that great for any of these replacement offers. I called and told them these were not acceptable and they told me to wait 3-4 days and see if any other offers appeared but so far none have. What recourse do I have? These are entry level sets where as mine was the top of the line at the time. I'm open to any suggestions and thanks for any help.
Squaretrade warranty is typically for the dollar cost of the TV less the cost of any successful repairs along the way, not for any particular features. I had an $800 warranty on a 40 inch set and they just wrote me a check.

UN48JS8500 UN55HU6950 w/SEK-3500U UN40HU6950 w/SEK-3500U UBD-K8500 UN37C5000
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post #5 of 27 Old 11-12-2017, 07:45 AM
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Fireman1000, did you resolve with Squaretrade?

I'm going through it now, on day 5 of the claim process...turned down their initial offers three times, they moved to "manual review" and I'm supposed to hear back by cob Monday. We'll see.

They kept offering me the same sets as you, as that's their "base offer" for 65", the LG uj6300/6540, or if you click enough times, sometimes the UJ7700 shows up. Like yourself, I'm replacing a much nicer TV set than their offered ones. My 65js8500 samsung is losing screen in various places, getting purple blobs. Anyways, Squaretrade was super easy to work with, sent some pictures and they immediately approved the claim...which was great.

Just a matter of getting them to either give me a proper replacement, or cash....so was curious if you got yours resolved?
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post #6 of 27 Old 11-12-2017, 12:23 PM - Thread Starter
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Originally Posted by taelen112 View Post
Fireman1000, did you resolve with Squaretrade?

I'm going through it now, on day 5 of the claim process...turned down their initial offers three times, they moved to "manual review" and I'm supposed to hear back by cob Monday. We'll see.

They kept offering me the same sets as you, as that's their "base offer" for 65", the LG uj6300/6540, or if you click enough times, sometimes the UJ7700 shows up. Like yourself, I'm replacing a much nicer TV set than their offered ones. My 65js8500 samsung is losing screen in various places, getting purple blobs. Anyways, Squaretrade was super easy to work with, sent some pictures and they immediately approved the claim...which was great.

Just a matter of getting them to either give me a proper replacement, or cash....so was curious if you got yours resolved?
I called after the fifth day and told them the replacement sets didn't have the same features as mine but it didn't matter. The said they don't go by "features" but specs. Every item I told them my set has they said didn't matter. It was only after I said my set has trumotion 240hz that they told me they would review my concerns and let me know something within 2 days and that was on Friday, Nov. 10th. Squaretrade is a total scam. All of the sets offered only had 60hz native screens. They did offer a Sony X850D but it was gone only after a few minutes and still didn't compare to my set.
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post #7 of 27 Old 11-12-2017, 12:32 PM - Thread Starter
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Quote:
Originally Posted by Cleveland Plasma View Post
You have to find features that you have that the new sets do not.......Like 3D, tell them you want a 3D TV. None are made anymore so tell them you want full payout in a form of a check since there is no longer a "like" product. DO NOT BUDGE !! Have a friend who is a lawyer?
I told them my set has 3D and they said no sets have 3D anymore and brushed me off.
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post #8 of 27 Old 11-12-2017, 05:33 PM
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I wouldn't call them a scam just yet. I mean, they were and have been real easy to work with on my claim, at least. Like I said, they didn't try to pull any funny business and approved claim within hours of me uploading pictures.

I will update here after I have my next round of communications/negotiations with them. They asked me to list what was wrong with their offers, and I did the same as you, 3D, 120hz native, local dimming, quantum dots, VA panel, all the marketing crap I could find. The girl was real nice on the phone, patiently typed it all in for their review folk. The other good one to mention is HDMI count. Demanding the same count helps, as the low end stuff never has 4 HDMI ports.

Anyways, hopefully I can resolve with them tomorrow. I don't mind playing the game with them, but honestly have better things to do. I saw that Sony 850d as well for a split second. I would take that, its about as good as my Samsung.
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post #9 of 27 Old 11-13-2017, 04:27 PM
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Well at the end of the 2 business days they requested to come up with a better offer, they sent me an offer for a Sony X850E. Considering I would have taken the offer for the 850D that showed up randomly, I accepted this one from them. Its close enough in performance to my samsung. Could I have pushed more, sure, but like I mentioned, I just wanted something that wasn't complete dog crap from them, and they provided. So I'm happy, and will definitely continue to get sqtd warranties (thru Costco) for big ticket stuff.

I hope your replacement offer came in today too, and was up to your expectations!
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post #10 of 27 Old 11-15-2017, 05:40 PM - Thread Starter
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Originally Posted by taelen112 View Post
Well at the end of the 2 business days they requested to come up with a better offer, they sent me an offer for a Sony X850E. Considering I would have taken the offer for the 850D that showed up randomly, I accepted this one from them. Its close enough in performance to my samsung. Could I have pushed more, sure, but like I mentioned, I just wanted something that wasn't complete dog crap from them, and they provided. So I'm happy, and will definitely continue to get sqtd warranties (thru Costco) for big ticket stuff.

I hope your replacement offer came in today too, and was up to your expectations!
After arguing with them 3 different occasions and covering specs of my current set rather than features, they came through and offered me a new 65SJ9500 set which is LG's top of the line LED. I'm ok with that. They kept sending offers for entry level sets but finally made me happy.
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post #11 of 27 Old 11-15-2017, 07:24 PM
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After arguing with them 3 different occasions and covering specs of my current set rather than features, they came through and offered me a new 65SJ9500 set which is LG's top of the line LED. I'm ok with that. They kept sending offers for entry level sets but finally made me happy.
That's real nice....same model just current year. I would be real happy too! Glad they worked it out with you. Mine gets delivered Monday.
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post #12 of 27 Old 11-16-2017, 02:34 AM
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I too had a great experience with Squaretrade. Like you I had to prove specs went from a 1080p set to base 4K, my set was a Samsung Js 55 9000 with light bleed in left side we finally agreed on Samsung 55Q7C. Thanks 🙏 SquareTrade.
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post #13 of 27 Old 11-16-2017, 01:20 PM
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Are replacement sets brand new?

LG OLED55B7 -LG OLED65C8 - Marantz NR1608
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post #14 of 27 Old 11-17-2017, 01:13 AM
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I don’t know yet, I was told yes but you won’t until it shows up. It will be under warranty from factory for one year.
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post #15 of 27 Old 11-17-2017, 07:36 AM
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Mine was just delivered...double boxed and everything, all labeling actually said Amazon, so squaretrade bought from them. It was a brand new unit.
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post #16 of 27 Old 11-18-2017, 06:47 AM
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Originally Posted by taelen112 View Post
Mine was just delivered...double boxed and everything, all labeling actually said Amazon, so squaretrade bought from them. It was a brand new unit.
What set did you get, and what do you think about your replacement tv.
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post #17 of 27 Old 11-18-2017, 07:00 AM
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What set did you get, and what do you think about your replacement tv.
Well my warranty was on a 2015 65JS8500 samsung. They offered the typical entry level stuff, after going through manual review, they offered a Sony 65x850e. I can say the picture is just as capable and nice as the samsung from 2 years ago was. The side edge lighting on the samsung had a lot of bright edge/blooming issues...this Sony doesn't seem to have all those. I haven't professional calibrated, just used some settings from online. But I have tested out 1080P/60, 1080P/24, UHD, HDR sources and they all look great. I have it setup in a semi dark basement room, and there are no issues with black levels being grayed out, or black crush on the converse side of things....its actually a really nice TV, just like rtings said it is. The Sony android OS is clunky though...choppy...slow....not impossibly so, but noticeable. So there's a negative.
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post #18 of 27 Old 11-18-2017, 07:20 AM
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Originally Posted by taelen112 View Post
Well my warranty was on a 2015 65JS8500 samsung. They offered the typical entry level stuff, after going through manual review, they offered a Sony 65x850e. I can say the picture is just as capable and nice as the samsung from 2 years ago was. The side edge lighting on the samsung had a lot of bright edge/blooming issues...this Sony doesn't seem to have all those. I haven't professional calibrated, just used some settings from online. But I have tested out 1080P/60, 1080P/24, UHD, HDR sources and they all look great. I have it setup in a semi dark basement room, and there are no issues with black levels being grayed out, or black crush on the converse side of things....its actually a really nice TV, just like rtings said it is. The Sony android OS is clunky though...choppy...slow....not impossibly so, but noticeable. So there's a negative.
My tv was a JS9000 same issue light bleed, same process as you, they exchanged mine with a Samsung 55Q7. Just read VUDU upgraded to provide UHD to the MU and Q series. 👍
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post #19 of 27 Old 11-19-2017, 04:57 AM
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I paid far less than the astronomical sums Samsung lists the Q series at, there was no chance of squaretrade ever offering me a samsung Q series. The best they would have done was the MU8000, and with samsung ditching their quantum dot SUHD line, it was really hard to use that as a comparable with squaretrade. But I can say, for anyone that has to go through this, find your TV's marketing sheet, and just feed squaretrade all the marketing bullcrap, like qdots, suhd, 3d, hdmi count, local dimming, edge/fald, hell, even peak brightness numbers...feed them the marketing sheet for them to find you a comparable TV. Its what I did.
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post #20 of 27 Old 05-08-2018, 11:55 AM
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This is good to hear that they actually helped you. I myself am going through this same thing right now. I have an LG OLED55C6P series from 2016 (still costs $2000+ today) and they tried to offer me very inexpensive, very basic $500 4K sets. I was like um no. It isn't even the same technology - it isn't OLED for OLED. It's OLED for edge lit LCD, bargain basement. Nope. I am hoping after this process they fix everything appropriately.
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post #21 of 27 Old 05-08-2018, 02:21 PM
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This is good to hear that they actually helped you. I myself am going through this same thing right now. I have an LG OLED55C6P series from 2016 (still costs $2000+ today) and they tried to offer me very inexpensive, very basic $500 4K sets. I was like um no. It isn't even the same technology - it isn't OLED for OLED. It's OLED for edge lit LCD, bargain basement. Nope. I am hoping after this process they fix everything appropriately.
They were amazing. Simply amazing. Within a few hours they offered to replace it with the OLED55C7P. Super easy, very impressed with their service :-). Now just need to wait for it to ship ^_^.
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post #22 of 27 Old 02-21-2019, 03:40 AM
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SquareTrade Warranty help

Hi Sven A Blomsterberg,
What was the problem with your LG OLED55C7P, I have similar TV and thinking of buying the SquareTrade warranty. Since you mentioned positive experience with ST I am trying to find out what type of issues/problems do they cover. And how long did you have to wait before they shipped the replacement TV, was it new? I will really appreciate your feedback.
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post #23 of 27 Old 02-21-2019, 04:12 AM
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This sounds like a pain in the ass. Who has time to deal with that after having paid for the warranty? Of course I never buy these warranties so maybe they all work this way.
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post #24 of 27 Old 02-21-2019, 11:58 AM
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Quote:
Originally Posted by Dave-007 View Post
Hi Sven A Blomsterberg,
What was the problem with your LG OLED55C7P, I have similar TV and thinking of buying the SquareTrade warranty. Since you mentioned positive experience with ST I am trying to find out what type of issues/problems do they cover. And how long did you have to wait before they shipped the replacement TV, was it new? I will really appreciate your feedback.
You're replying to a thread that's almost a year old.
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post #25 of 27 Old 11-08-2019, 03:09 PM
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Does anyone still check this thread? I have had different problems with Square Trade and am wondering if their practices have changed. Who else has dealt with Square Trade recently?

In my situation, I sent them pics of the TV and they denied my claim stating physical damage had caused the issue (there was no physical damage). They closed the claim and when I called to speak with someone, they wouldn't let me, saying the claim was closed and their "certified technician" made the determination by the pictures. It took about 30 minutes of being persistent, demanding and not so nice to get a supervisor on the phone. Guy was an idiot, doing nothing but parroting the decision already made. Eventually he said he would "make an exception" and "do me a favor" and send someone to look at it and confirm their diagnosis. That guy came yesterday and it took him about 2 seconds to say the screen was bad and it had nothing to do with physical damage. He called ST and gave them the info. They told him to relay to me that I should hear from them within 24-48 hours.

As I typed this, they sent an email approving a replacement and offered two options, from my understanding are both the same TV with one being sold by Costco.
My current TV
- 65JS850D (Costco version of the 8500)

Replacement offers
- QN65Q60
- QN65Q6D

Thoughts on strategies to get them to offer a better replacement? I'd prefer to stick with Samsung if possible, but that's not written in stone. Would arguing that my TV has the One Connect box and my wiring set up would need to be completely changed including drilling a hole in the drywall be reasonable? Anyone familiar enough with the Samsung JS8500 and their newer models willing to offer advice? Lastly, has anyone found it possible to pay the difference for an upgrade? Or had any luck getting them to just cash you out and write a check?

Thanks in advance!
Chris
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post #26 of 27 Old 11-09-2019, 08:06 AM
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Originally Posted by Chris Jenkins 35124 View Post
Does anyone still check this thread? I have had different problems with Square Trade and am wondering if their practices have changed. Who else has dealt with Square Trade recently?

In my situation, I sent them pics of the TV and they denied my claim stating physical damage had caused the issue (there was no physical damage). They closed the claim and when I called to speak with someone, they wouldn't let me, saying the claim was closed and their "certified technician" made the determination by the pictures. It took about 30 minutes of being persistent, demanding and not so nice to get a supervisor on the phone. Guy was an idiot, doing nothing but parroting the decision already made. Eventually he said he would "make an exception" and "do me a favor" and send someone to look at it and confirm their diagnosis. That guy came yesterday and it took him about 2 seconds to say the screen was bad and it had nothing to do with physical damage. He called ST and gave them the info. They told him to relay to me that I should hear from them within 24-48 hours.

As I typed this, they sent an email approving a replacement and offered two options, from my understanding are both the same TV with one being sold by Costco.
My current TV
- 65JS850D (Costco version of the 8500)

Replacement offers
- QN65Q60
- QN65Q6D

Thoughts on strategies to get them to offer a better replacement? I'd prefer to stick with Samsung if possible, but that's not written in stone. Would arguing that my TV has the One Connect box and my wiring set up would need to be completely changed including drilling a hole in the drywall be reasonable? Anyone familiar enough with the Samsung JS8500 and their newer models willing to offer advice? Lastly, has anyone found it possible to pay the difference for an upgrade? Or had any luck getting them to just cash you out and write a check?

Thanks in advance!
Chris
Reject the offer, state why the offered TVs are not the equivalent of yours and you will usually get an offer of a TV that is a more close match to your old TV. If they can't meet the requirements for a match then you might get a cash out offer. Be prepared with facts.

Current system:
Sony 75X900e/Sony STR-DN-1080, CS-3/CS-8/CS5
Sony X800 4K blu-ray player/Dish Hopper3
Roku 4 Premier/Sony PS-4
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post #27 of 27 Old 11-10-2019, 06:37 PM
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Reject the offer, state why the offered TVs are not the equivalent of yours and you will usually get an offer of a TV that is a more close match to your old TV. If they can't meet the requirements for a match then you might get a cash out offer. Be prepared with facts.
Unfortunately, I don't know the new TV's and technology well enough to make much of an argument. Outside of the One Connect Box, I'm not sure what would be the best things to argue. I do know that I have done a chat on Samsung.com and both online agents, when asked what current TV most closely matches the JS8500 I have, responded with the Q80. Any chance that would carry any weight?

Any additional info that may help would be appreciated. Is anyone familiar enough with the current Samsungs and the JS8500 to help with specifics?

Thanks in advance
Chris
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