Soma Technology, Inc.
Added by Reviewer847079
Review: We contacted SOMA on Tuesday 1/14/2014 (and cancelled all patient cases) because of a non-functional c-arm (that they sold us, with full warranty).They obtained numerous opinions, in the process, delayed our operations and patient care. The FIRST OPINION was with independent contractor [redacted] who said that a module needs to be replaced. The module could have been ordered on Tuesday (1/14/14) - arrive / installed on Wed (1/15/14) - and we would be able to see patients starting Wed afternoon. Instead, they sent a [redacted] contractor (second opinion), [redacted], who gave the same recommendation (module needs replacement). Module could have been ordered on Wed (1/15/14), and arrive / installed on Thurs (1/16/14).Instead, in order to cut their own costs, they contacted their own engineer. We were initially told that he would fly in on Friday (1/17/14). Then we were called and told that he would fly in Mon (1/20/14), and then Tues (1/21/14). In order to save their own profit margin and their bottom line, they sacrificed our patient care. Financially, this was a HUGE loss for our clinic - much more than the cost of the device that needed to be repaired.We cancelled cases 1/14/14 to 1/21/14. Many of these patients will NEVER come back, and many referral sources will NEVER send patients to us again.Again, necessary part could have been ordered and installed by the independent contractors that evaluated the device in 1 business day. They took over 7 total days to even attempt repairs.It is now 9 days and counting; their repair guy ([redacted]) gives the same opinion - the module needs to be replaced. Currently, after attempting the fix, the c-arm is completely non-functional. [redacted] specifically admits that Soma "could have ordered the part and installed last week", but "they did not to save money." [redacted] is currently attempting the fix, which he says may take "another day or two." Soma still has not ordered the module, which ALL THREE technicians recommend is the right action.Desired Settlement: The logical solution is full refund of the product. There is no reliable way for us to know if device will work in future. Soma takes short cuts to protect their own profit margin. Despite one independent contractor's opinions, and one manufacturer's tech's opinion, they did not replace the entire module. Instead, they hired one of their own guys, fixed a small part (instead of replacing module per professional recommendations). We demand a full refund of the purchase price.
Product: Refurbished [redacted]
Invoice # 130212-02 Dt: 01/24/2013 Amount: $66400.00 including In-service & Installation
On Thursday 05/23/13
We received a complaint from [redacted] at [redacted] – Nature of complaint: C-Arm freezes.
On analyzing the nature of complaint – we decided to send a [redacted] local
service engineer to check the system. Same day - We scheduled a service call
for a site visit directly with [redacted] services.
On Friday 05/24/13
Local [redacted] Engineer -- goes for site visit and informs us that there
is error in the DFI and suggested that we change the complete DFI. DFI is
a complete assembly of the controller of the C-Arm. [redacted] refused to check
further and insisted that the whole assembly costing $22,000.00 plus labor
- needs to be replaced.
In order to not to take a** chances, we placed an order with [redacted] for
a new DFI to be replaced, thus incurring a cost of $25,012.00.
On Tuesday 05/28/13
DFI assembly arrived and on the same day the [redacted] engineer replaced
the new DFI and unit started function satisfactorily.
On 01/13/14 –
We received a complaint from the customer : Nature of
Complain: System Error
We analyzed the complaint and decided to send local Ex [redacted] Engineer
to visit the site and inspect the unit.
Local engineer visited the location but could not access the system- as
his license for the login software had expired. Since he was unable to access
the unit, he did not provide a** diagnosis.
We immediately contacted [redacted] Services and asked them to send their
local engineer again to check the system.
The [redacted] local engineer visited the site to inspect the unit. He
informs us that he finds the problem with same DFI assembly - which [redacted] had
replaced with complete new assembly on 05/28/13 and suggested that the DFI
needed to be replaced again. They refused to accept a** responsibility
for the failure of their completely new assembly – which they had installed on
05/28/13 and had charged us $25,012.00. For second replacement of the DFI,
their warranty on it would again be only 30 days.
On 01/16/14 -
We consulted the [redacted] and informed him that we suspect DFI need
not be changed and seems local error related to hard drive which can be fixed
in-house without changing the entire DFI assembly again. We are interested in
providing him a long term and cost effective solution and we have an expert
engineer based in [redacted] who we believe will be able to rectify the problem
without changing DFI and we are arranging his flight from ** to **.
We assured him that if the problem is not what we suspect and will
require new DFI – SOMA will pay $25,000.00 again to [redacted] and replace the
whole DFI - as his system is under warranty from SOMA and we will stand
by our warranty and commitment.
Our engineer fixed the system and made it completely functional without
changing DFI - as we had expected. He was on location on 01/21/14 – one day
late due to a family emergency – but completed his job and got the system
We stand by our warranty and commitment and will continue to do so.
Customer is demanding a full refund after utilizing the system for
almost 11 months and after the fact that Soma Technology is providing him
service and is standing by our warranty
and commitment. Customer has bought the
system from SOMA and not [redacted] . SOMA is providing service and warranty for this refurbished C-Arm system and we have the right to access the problem
and provide solution to make the system functional . In order to do so, to
change the part or not, or to install a new or pre-owned part , is at
the sole discretion of Soma Technology.
engineering team and network has been providing effective services since 1992. We will continue to support the system under warranty.
SOMA invoice –
[redacted] invoice for DFI purchase and installalation.
I am rejecting this response because:
Soma Technologies has their dates incorrect. Their technician arrived on 1/21 but was not able to complete the job until the afternoon of 1/22. Consequently, we began seeing our first patient on 1/23/14. In total, the c-arm was not functional from 1/14/14-1/22/14. We did not see patients from 1/14/14-1/23/14. We lost significant revenue in the process, worth much more than the original price we paid for the c-arm. In addition, this will impact us in the future, as many of our referring physicians believe that we are not reliable and do not have functional equipment.
Furthermore, per my conversations with [redacted] (on 1/23/14) , he was willing to compromise and was going to provide options for an extended warranty or a trade in and purchase of a [redacted] unit. These quotes / alternatives still have not been provided.
We are asking for a full refund at this point - despite their verbal willingness to provide satisfaction, we still have not received any of their suggested remedies for this situation.
Our engineer fixed the system and made it completely functional without changing DFI - as we had expected. He was on location on 01/21/14 – one day late due to a family emergency – but completed his job and got the system functional.