Great service, pays attention to the details and always tries to help outThey always try to get you the best price available and the products come in great shape, they are almost like new!
Hello Sir/Madam,
On
10/10/2013, we got an email request from Oliver for equipment stating below
I am looking
for a transport ventilator capable of ventilating neonatal patients.
Possibly an Oxylog Plus or ***?
Oliver is a repeat dealer-customer of ours and he has
bought equipment from us before
We quoted
him two options for Ventilators as per his requirement stated above on
10/10/The two options were the *** *** *** Plus and the Draeger Oxylog
In response to our quote, two questions were asked for the *** ***
Plus and the following answers were assured
The two
questions were as mentioned below:
Does it have
a built in battery backup?
Can you
please confirm if the *** Plus is appropriate in a transport
environment?
The answers given to the above questions are as
mentioned below:
Yes, it has
a battery back up of hour and it is appropriate in a transport environment
These responses were given to Oliver by email
Even as we
have done nothing wrong, the customer has an option to return the unit for full credit
towards another purchase or with a Re-Stocking Fee as per our Terms and
Conditions
Another
option is that we can also exchange the unit with a Bird Avian or a Impact
Univent Series
Let us
know if you have any further questions
Thank
You!
Soma Technology
Hello Sir/Madam,
We are willing to work with our customer even after our
clarification about the problem from our previous communication and are ready to
give him an exchange for the *** *** *** Plus with a *** Oxylog
(Adult Transport Ventilator with PEEP and Variable IE Ratio including IPPV/CMV,
CPAP, SIMV Modes) along with the Philips HP Code master XL (Defibrillator-Monitor
with or Lead ECG and Recorder)
The Shipping Charges have to be borne by the customer
Let us know if you have further questions
Thank You!
Soma Technology
Soma Technology
Complaint: ***
I am rejecting this response because:
While I appreciate Soma's response, never did I request a "refurbished" unit nor was I informed the unit we requested a quote on was a refurbished unitThis is not a piece of equipment I am familiar with or would know that it is not currently availableI have attached the quote we received along with the emailsAs I stated, a "refurbished" unit is never mentioned nor is the restocking fee notedWe request a full refund
Sincerely,
Linda Falk
Kansas City Zoo
Dear Revdex.com:
In response to Linda Falk and CompIaint ID [redacted] I have attached
the quote that I provided to Linda as well as her original email requests for
that specific make and model on December 30, 2013. I stated in my quote to Linda that our equipment is brought back to the Original
Equipment Manufacturer’s Specifications (OEM).
That means we refurbish the product back to the original equipment
manufacturer’s specifications, which includes: complete inspection, replacement
of necessary parts, disassembly, cleaning, repair, recalibration, cosmetic
maintenance, and confirmation that the equipment is in working order. Everything that I just stated is on the note section of my quote to Linda.
It clearly states that “All equipment comes with a ONE YEAR
Warranty on PARTS and LABOR including
FREE Lifetime Technical Phone Support unless otherwise mentioned. All our equipment is brought to original
equipment manufacturer’s (OEM) specifications through disassembly, inspection,
cleaning, repair, replacement of necessary parts and calibration, including
special cosmetic restoration giving all equipment a quality finish.” If this
was a new piece of equipment why would it have to be repaired, disassembled,
inspected, cleaned and having to replace any necessary parts on the unit and
also go thru a cosmetic restoration? All of these steps are the refurbishing
processes. I never once stated to Linda or on my quote that this equipment was new. I quoted her that all our equipment is brought back to the ORIGINAL EQUIPMENT MANUFACTURER'S SPECIFICATIONS (OEM).
Per the
terms and conditions that Linda says she was not aware of. The terms and
conditions link is clearly located on the bottom right of my quote. We do have
a company policy on returns of 25% for a restocking fee. The terms and
conditions are also very accessible on our website where Linda first went and found
the product she requested a quote for. On Linda’s second response she never
mentioned any damage to the product at all which she first stated on her
initial claim and why they returned the item. I personally inspected the unit
before it left Soma Technology and then personally inspected the unit when it
arrived back at Soma Technology. Let me make it very clear the unit was not damaged,
the product was in good condition and working properly. With this all being
said to appease Linda we did return her 75% of the purchase price to Linda
right away. Even though we did nothing wrong as a company.
When Linda
and her counterpart Dr. [redacted] who both had requested this product went
online and searched for it. They would have seen that make and model is no
longer selling new because it has not been manufactured for over 8 years. When
I first spoke with Linda on the phone, Linda expressed to me that they were in
a hurry to purchase the unit because it was the end of the year and they had
extra funds and had to purchase the unit right away because they would loose
these funds if not spent. After the quote was sent to Linda she then emailed me
back requesting to purchase this product. Then Linda called me from her cell phone on
her day off and gave me the credit card information to process the order and wanted
to make sure that the invoice was dated December 31st 2013. That was
Linda’s only request which I fulfilled for her. I did attach those emails as
well.
Regards,
Soma Technology
The order is for a disposable parts order for equipment that was not supplied by Soma. [redacted] has quoted disposable parts pricing with estimated shipping costs. When the disposables arrived and the actual shipping was revised from the estimated shipping the customer refuses...
to pay the difference. Soma is working on a 10% margin on disposable items for capital equipment that we did not supply. We would be happy to eliminate our profit margin of $40.00 but we have no control over the shipping costs from the USA to [redacted] IF that is not acceptable to the customer we would be happy to cancel the entire disposable order. Furthermore, We would had liked to eliminate the entire shipping cost difference but since we have no control over the shipping companies we simply cannot. Hopefully this clears the shipping misunderstanding for all involved.
Complaint: 9987297
I am rejecting this response because: Only parts of the response from Soma Technology are correct.
1) It is correct that on 10/10/2013 I contacted Soma Technology requesting a quotation for a Ventilator. As confirmed in the response to the Revdex.com by Soma Technology I stated in my request that the ventilator needed to fulfil two criteria. 1) I need to be a transport ventilator, and 2) It need to be able to ventilate neonatal patients.
2) Soma Technology responded to my request for a quotation on 10/10/2013 and offered me an Oxylog 2000 or a [redacted] 8000 Plus ventilator. I am familiar with the Oxylog 2000 product and declined the quotation as it could not fulfil the criteria mentioned above that the unit be able to ventilate neonatal patients. I was not as familiar with the [redacted] 8000 Plus and as such I asked two questions from Soma Technology. 1) Was the unit suitable for transport and 2) did the unit have a built in battery backup.
3) As confirmed by Soma Technology in their response to the Revdex.com, Soma Tech notified me in writing that the unit filled both criteria and had 1) a battery backup and 2) was suitable for the transport environment.
4) Based on the response from Soma Technology that the [redacted] would meet the criteria mentioned above I confirmed the order and made payment for the unit.
5) It has since come to light that Soma Technology was not truthful in their response as described in point 3) above, and as confirmed in writing to the Revdex.com by Soma Technology. [redacted], the manufacturer of the units has provided me with written confirmation that the [redacted] has neither a battery backup, and that the [redacted] is not suitable for use in the transport environment. I have this email available to forward to the Revdex.com on request and have previously forwarded the statements from [redacted] to Soma Tech. To date they have not responded to this email from me.
6) I contest the statement from Soma Technology to the Revdex.com that they have done nothing wrong. Clearly Soma Tech were totally dishonest about the features and capabilities of the [redacted] 8000 Plus when they sold the unit to me. I am now sitting with a unit that does not meet the requirements of my client and can do nothing with the product as it is not a transport ventilator which is the only type of ventilator that we trade in.
7) I am not prepared to pay either a restocking fee or pay for the return transportation fees for the [redacted] and believe that Soma Technology should cover these fees as the unit was sold to me due to their error in describing the capabilities of the unit, and not due to any misunderstanding on my part.
8) I would be prepared to accept both a [redacted] Oxylog 2000 as well as an monophasic Zoll M Series 3 lead manual defibrillator with hard paddles, as well as shipment to South Africa in exchange for the [redacted] 8000 Plus, as the sale price for the [redacted] 8000 Plus is what I can pay for both the Oxylog 2000 and the Codemaster which a different supplier. An option of an exchange has not been offered to me my Soma Tech until this point.
Sincerely,
Oliver Wright
I have already mailed a response on 2/20/2014 to this claim but in summary here is what happened. On December 30th 2013 I received a phone call from Linda Falk from Friends of the Zoo. She told me that they went on our website and saw the...
Philips HP PageWriter 200 and wanted a quote on that refurbished unit. On December 31st the customer called back and told me that they received my quote and wanted to place the order right away. I never quoted them a new Philips HP Pagewriter 200, I quoted them a refurbished unit. In fact this particular product has not been manufactured for over 7 years. So even if I wanted too sell them a new one I couldn't because they are no longer being manufactured.
I personally inspected the unit before it was shipped and it was in very good condition as well as the box that it was shipped in. There was no damage to this unit or its shipping container. In fact we have a 1 year warranty on ALL PARTS and LABOR. If there was any damage to this unit we would have repaired it right away at no cost to the customer. On our Terms and Conditions that is located on our quote it does state we do have a 25% restocking fee charge. To appease the customer we refunded 75% of the cost to the customer right away even though we did everything we were obligated to do.
If you can please respond at your earliest convenience that would be greatly appreciated.
Great service, pays attention to the details and always tries to help outThey always try to get you the best price available and the products come in great shape, they are almost like new!
Hello Sir/Madam,
On
10/10/2013, we got an email request from Oliver for equipment stating below
I am looking
for a transport ventilator capable of ventilating neonatal patients.
Possibly an Oxylog Plus or ***?
Oliver is a repeat dealer-customer of ours and he has
bought equipment from us before
We quoted
him two options for Ventilators as per his requirement stated above on
10/10/The two options were the *** *** *** Plus and the Draeger Oxylog
In response to our quote, two questions were asked for the *** ***
Plus and the following answers were assured
The two
questions were as mentioned below:
Does it have
a built in battery backup?
Can you
please confirm if the *** Plus is appropriate in a transport
environment?
The answers given to the above questions are as
mentioned below:
Yes, it has
a battery back up of hour and it is appropriate in a transport environment
These responses were given to Oliver by email
Even as we
have done nothing wrong, the customer has an option to return the unit for full credit
towards another purchase or with a Re-Stocking Fee as per our Terms and
Conditions
Another
option is that we can also exchange the unit with a Bird Avian or a Impact
Univent Series
Let us
know if you have any further questions
Thank
You!
Soma Technology
Hello Sir/Madam,
We are willing to work with our customer even after our
clarification about the problem from our previous communication and are ready to
give him an exchange for the *** *** *** Plus with a *** Oxylog
(Adult Transport Ventilator with PEEP and Variable IE Ratio including IPPV/CMV,
CPAP, SIMV Modes) along with the Philips HP Code master XL (Defibrillator-Monitor
with or Lead ECG and Recorder)
The Shipping Charges have to be borne by the customer
Let us know if you have further questions
Thank You!
Soma Technology
Soma Technology
Complaint: ***
I am rejecting this response because:
While I appreciate Soma's response, never did I request a "refurbished" unit nor was I informed the unit we requested a quote on was a refurbished unitThis is not a piece of equipment I am familiar with or would know that it is not currently availableI have attached the quote we received along with the emailsAs I stated, a "refurbished" unit is never mentioned nor is the restocking fee notedWe request a full refund
Sincerely,
Linda Falk
Kansas City Zoo
Dear Revdex.com:
In response to Linda Falk and CompIaint ID [redacted] I have attached
the quote that I provided to Linda as well as her original email requests for
that specific make and model on December 30, 2013. I stated in my quote to Linda that our equipment is brought back to the Original
Equipment Manufacturer’s Specifications (OEM).
That means we refurbish the product back to the original equipment
manufacturer’s specifications, which includes: complete inspection, replacement
of necessary parts, disassembly, cleaning, repair, recalibration, cosmetic
maintenance, and confirmation that the equipment is in working order. Everything that I just stated is on the note section of my quote to Linda.
It clearly states that “All equipment comes with a ONE YEAR
Warranty on PARTS and LABOR including
FREE Lifetime Technical Phone Support unless otherwise mentioned. All our equipment is brought to original
equipment manufacturer’s (OEM) specifications through disassembly, inspection,
cleaning, repair, replacement of necessary parts and calibration, including
special cosmetic restoration giving all equipment a quality finish.” If this
was a new piece of equipment why would it have to be repaired, disassembled,
inspected, cleaned and having to replace any necessary parts on the unit and
also go thru a cosmetic restoration? All of these steps are the refurbishing
processes. I never once stated to Linda or on my quote that this equipment was new. I quoted her that all our equipment is brought back to the ORIGINAL EQUIPMENT MANUFACTURER'S SPECIFICATIONS (OEM).
Per the
terms and conditions that Linda says she was not aware of. The terms and
conditions link is clearly located on the bottom right of my quote. We do have
a company policy on returns of 25% for a restocking fee. The terms and
conditions are also very accessible on our website where Linda first went and found
the product she requested a quote for. On Linda’s second response she never
mentioned any damage to the product at all which she first stated on her
initial claim and why they returned the item. I personally inspected the unit
before it left Soma Technology and then personally inspected the unit when it
arrived back at Soma Technology. Let me make it very clear the unit was not damaged,
the product was in good condition and working properly. With this all being
said to appease Linda we did return her 75% of the purchase price to Linda
right away. Even though we did nothing wrong as a company.
When Linda
and her counterpart Dr. [redacted] who both had requested this product went
online and searched for it. They would have seen that make and model is no
longer selling new because it has not been manufactured for over 8 years. When
I first spoke with Linda on the phone, Linda expressed to me that they were in
a hurry to purchase the unit because it was the end of the year and they had
extra funds and had to purchase the unit right away because they would loose
these funds if not spent. After the quote was sent to Linda she then emailed me
back requesting to purchase this product. Then Linda called me from her cell phone on
her day off and gave me the credit card information to process the order and wanted
to make sure that the invoice was dated December 31st 2013. That was
Linda’s only request which I fulfilled for her. I did attach those emails as
well.
Regards,
Soma Technology
The order is for a disposable parts order for equipment that was not supplied by Soma. [redacted] has quoted disposable parts pricing with estimated shipping costs. When the disposables arrived and the actual shipping was revised from the estimated shipping the customer refuses...
to pay the difference. Soma is working on a 10% margin on disposable items for capital equipment that we did not supply. We would be happy to eliminate our profit margin of $40.00 but we have no control over the shipping costs from the USA to [redacted] IF that is not acceptable to the customer we would be happy to cancel the entire disposable order. Furthermore, We would had liked to eliminate the entire shipping cost difference but since we have no control over the shipping companies we simply cannot. Hopefully this clears the shipping misunderstanding for all involved.
Complaint: 9987297
I am rejecting this response because: Only parts of the response from Soma Technology are correct.
1) It is correct that on 10/10/2013 I contacted Soma Technology requesting a quotation for a Ventilator. As confirmed in the response to the Revdex.com by Soma Technology I stated in my request that the ventilator needed to fulfil two criteria. 1) I need to be a transport ventilator, and 2) It need to be able to ventilate neonatal patients.
2) Soma Technology responded to my request for a quotation on 10/10/2013 and offered me an Oxylog 2000 or a [redacted] 8000 Plus ventilator. I am familiar with the Oxylog 2000 product and declined the quotation as it could not fulfil the criteria mentioned above that the unit be able to ventilate neonatal patients. I was not as familiar with the [redacted] 8000 Plus and as such I asked two questions from Soma Technology. 1) Was the unit suitable for transport and 2) did the unit have a built in battery backup.
3) As confirmed by Soma Technology in their response to the Revdex.com, Soma Tech notified me in writing that the unit filled both criteria and had 1) a battery backup and 2) was suitable for the transport environment.
4) Based on the response from Soma Technology that the [redacted] would meet the criteria mentioned above I confirmed the order and made payment for the unit.
5) It has since come to light that Soma Technology was not truthful in their response as described in point 3) above, and as confirmed in writing to the Revdex.com by Soma Technology. [redacted], the manufacturer of the units has provided me with written confirmation that the [redacted] has neither a battery backup, and that the [redacted] is not suitable for use in the transport environment. I have this email available to forward to the Revdex.com on request and have previously forwarded the statements from [redacted] to Soma Tech. To date they have not responded to this email from me.
6) I contest the statement from Soma Technology to the Revdex.com that they have done nothing wrong. Clearly Soma Tech were totally dishonest about the features and capabilities of the [redacted] 8000 Plus when they sold the unit to me. I am now sitting with a unit that does not meet the requirements of my client and can do nothing with the product as it is not a transport ventilator which is the only type of ventilator that we trade in.
7) I am not prepared to pay either a restocking fee or pay for the return transportation fees for the [redacted] and believe that Soma Technology should cover these fees as the unit was sold to me due to their error in describing the capabilities of the unit, and not due to any misunderstanding on my part.
8) I would be prepared to accept both a [redacted] Oxylog 2000 as well as an monophasic Zoll M Series 3 lead manual defibrillator with hard paddles, as well as shipment to South Africa in exchange for the [redacted] 8000 Plus, as the sale price for the [redacted] 8000 Plus is what I can pay for both the Oxylog 2000 and the Codemaster which a different supplier. An option of an exchange has not been offered to me my Soma Tech until this point.
Sincerely,
Oliver Wright
Dear Revdex.com,
I have already mailed a response on 2/20/2014 to this claim but in summary here is what happened. On December 30th 2013 I received a phone call from Linda Falk from Friends of the Zoo. She told me that they went on our website and saw the...
Philips HP PageWriter 200 and wanted a quote on that refurbished unit. On December 31st the customer called back and told me that they received my quote and wanted to place the order right away. I never quoted them a new Philips HP Pagewriter 200, I quoted them a refurbished unit. In fact this particular product has not been manufactured for over 7 years. So even if I wanted too sell them a new one I couldn't because they are no longer being manufactured.
I personally inspected the unit before it was shipped and it was in very good condition as well as the box that it was shipped in. There was no damage to this unit or its shipping container. In fact we have a 1 year warranty on ALL PARTS and LABOR. If there was any damage to this unit we would have repaired it right away at no cost to the customer. On our Terms and Conditions that is located on our quote it does state we do have a 25% restocking fee charge. To appease the customer we refunded 75% of the cost to the customer right away even though we did everything we were obligated to do.
If you can please respond at your earliest convenience that would be greatly appreciated.
Sincerely,
Soma Technology