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I purchased an iRobot iRoomba j7 self-emptying vacuum cleaner from EBay, 8/7/25, with a two year warranty. The vacuum failed soon after purchase. I filed a claim, shipped it to them 10/27/25, they had it repaired and shipped it back. The vacuum failed again after several months, I filed a second claim apx 7/3/26, this time they required a photo of the vacuum cleaner in order to have it repaired. There is NO visable damage to the unit, however they will not honor their warranty without photos. I don't use a cell phone, hence I can't send photos. They have all of the requested info, policy number, purchase date, seller, etc, they acknowlege it's well within the warranty period. However, they told me, no photos, no warranty! I refuse to purchase a cell phone so I can take a photo for them! I have spoken to a few "fake" people, and four live rep's, the first live rep advised me that they MAY reimburse the purchase price of the vacuum, instead of fixing it, I would get an email within 24 hours rectifing everything. The second live rep,after I expained the problem, advised me I would get an email within 24 hours that would solve the problem. I recieved NO emails. I called a third time, spoke to a live rep, explained the problem, he told me I would get an email within 24 hours that would correct the issue.I recieved no email from them. I called a fourth time, I spoke to Crystal, a live rep, that told me "no photos, no warranty coverage". Square Trade will not honor the two year warranty because I don't use a cell phone!
Desired outcome: Simply repair my Roomba vacuum, as covered by the warranty, or reimburse for my full purchase price.
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This is a textbook runaround and you have every right to be furious. They have already proven they can repair it once, so they cannot suddenly demand photos as a new condition. Here is the practical path: send a formal written complaint to SquareTrade's executive office via email to warrantysupport@squaretrade.com and copy complaints@squaretrade.co.uk. State clearly that you do not own a cell phone, that you have already provided all other required documentation, and that their repeated broken promises of email responses constitute bad faith. Demand a supervisor call you within 48 hours to either authorize the repair or issue a full refund of the purchase price. If they refuse, file a complaint with the California Department of Insurance online and with the Consumer Financial Protection Bureau, as SquareTrade is regulated. You have a valid two-year warranty and they have already honored it once, so they cannot invent new requirements now.