Apex Digital, Inc.

Initial Business Response /* (1000, 5, 2016/04/07) */
Tmax Digital has reviewed the complaint and would like to apologize it went to the Revdex.com to be resolvedBelow is our rebuttal towards the complaint:
We have already shipped out a replacement unit to the customerBelow is the tracking number
for your reference:
Tracking # XXXXXXXXXXXX via F
We do apologize for the delay on service in regards to thisSomehow their was a mis-communication where we were going to charge the customer for the repairWe have already replaced the unit under our terms and conditions of the warranty

Initial Business Response /* (1000, 5, 2015/11/06) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this caused the customer
Customer has reported the problem that the unit was stuck on the splash screenWe have service the unit by reflashing
the firmware testing it with our service account and proceed to ship the unitCustomer claims that everytime she received the unit it would not workTmax Digital has provided return labels to have the unit returnedAs of right now customer has returned it for service again
Tmax Digital is following our warranty policyOnce we receive the unit, we will be replacing the mainboard and upgrading the operating system from Kitkat to LollipopWe will also extend the original warranty when customer receives the unit for additional days from their purchase
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not except response untill I have a working tablet as warrenty inplies.when a working tablet is returned to me I will respond accordingly.it has not been returned to me yet.I will update then.thank you so very much for you quick response to my problem
Final Business Response /* (4000, 27, 2015/12/28) */
Tmax Digital has reviewed the rebuttal from the customerBelow is our rebuttal towards this customer complaint:
Tmax Digital has emailed the customer a return label to have the inspected by usOnce we receive the unit to confirm the customer problem we will replace the unitWe will also extend the original warranty for additional days after the unit is returned and original warranty has ended
Final Consumer Response /* (3000, 35, 2016/01/20) */
Still waiting on a return,I have not received any thing back to me yet

Initial Business Response /* (1000, 5, 2016/01/13) */
Apex Digital inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the customer complaint:
Apex Digital acknowledges that we did replace the unit
times, (once for water going inside and other that the sensor not working)We have went beyond our terms and conditions of the warranty where instead of the customer shipping the unit in to us for service and inspection, we shipped out a replacement unit to the customer first and not requesting to return the defective items
Apex Digital Inc will not refund the customer towards the purchase of the unitsBased off the customer date of purchase, she is outside the warranty parametersWe are still willing to service the unit under warrantyCustomer would need to follow our terms and conditions of the warranty and shipped the unit in to us (at her cost) for serviceOnce we receive the unit and can confirm if there is a defect we will then either attempt to repair the unit or replace the unit under our limited manufacture warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel Apex has gone beyond warranty terms since I requested a refund following the second returnHome Depot, where I purchased the lights, said that I could receive a refundI would have been glad to return that corroded first light but I was told by the Apex CSR to trash itWhen I first complained, I was inside the one year (DOP 01/15) warranty period but that Apex does not give refundsI am willing to send the units in for service since I have no other choiceI will when I can find someone to remove them for meThis does not seem right to me since I have had so much trouble with the Lights not functioningSomeone was trying to climb through one of my bedroom windows while I was in the house was the reason I wanted them installedSince I have had to remove and replace so many lights, my installer refused to return or answer my phone callsI truly wish now I had taken Shop or construction instead of Home Economics in school so I would have experience climbing a ladder (I have never married and am years old.) Thanks for your assistance
Final Business Response /* (4000, 13, 2016/02/08) */
Apex Digital Inc has reviewed the rebuttal from the customer and below is our response towards the complaint:
We have already replaced the units multiple times and have not ask for the items to be returned as we took the customer word that they were not working correctlySince the unit is outside the warranty parameters we are making an exception on servicing the unit under warranty and want to confirm the problem that the customer hasOnce we do receive the unit and can confirm the problem, we will follow our terms and conditions of the warranty
Final Consumer Response /* (2000, 15, 2016/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will send the units in for replacement or repairAll but the corroded replacement have the same problem where they do not function most of the timeThis was during the one year warranty periodI appreciate your willingness to service the units and hope this will solve my problems

Initial Business Response /* (1000, 5, 2015/12/22) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our response towards the complaints:
Tmax Digital did received the unit on 10/24/When the unit arrived to us it was
arrived physically damaged (Cracked Screen) On 11/6/we had left a message to the customer to return our call to discuss his tabletWe never received a call back from the customer until 12/15/over a year laterNow the customer is requesting a refund or a replacement unit
Customer warranty is voided due to physical damage and also the time it took him to call us back about thisWe will only be willing to service the unit for a fee of $if the customer is interested in doing this than the customer can contact us to pay service feeTmax Digital will not refund the customer as we followed our terms and conditions of our warranty policy

Initial Business Response /* (1000, 5, 2015/07/09) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the customer complaint
Tmax Digital did receive the customer tabletUpon inspecting the unit our
service tech informed customer service that unit could not be repaired and we would need to issue a replacement unitOur replacement units were on backorder in which we could not replace the unit in a timely mannerOnce our inventory was available, our service team would test the unit prior to shipping it to assure that the customer received a working unit
Tmax Digital has already replaced the customer unit and shipped itBelow is the tracking number for this request:
Tracking # XXXXXXXXXXXX via Fed-Ex
Tmax Digital has fulfilled this warranty request and would apologize again that the replacement unit wasn't available in a timely mannerTmax is willing to extend the warranty for days after the end of the duration of the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/09/03) */
Tmax Digital has reviewed the complaint and would like to apologize that her complaint went to the Revdex.com. Below is our rebuttal towards the complaint to the customer:
Customer sent in the tablet to us for service due to getting an error message...

using the Android operating system. Our agent was unable to fix it over the phone and was decided that the unit be sent in for service. We provided an authorization number and customer paid for shipping as per our terms and conditions of the warranty.
We received the tablet from the customer in which we received the unit damaged (Cracked Screen) in which is not covered under warranty. Under our terms and conditions of the warranty, physical damage is not covered under the manufacture warranty. Our records show that we left a voicemail message to return our call to discuss her warranty claim.
After the customer called us we informed the customer of the damaged unit in which we have voided her warranty. We offered her the following service options:
1)pay for the repair of $50.00
2)pay & provide us a return label to send the unit "AS IS"
3)Tmax Digital will recycle the unit on her behalf.
Since the customer pay for the original shipping and feels that the unit was damaged due to her shipping carrier, she can file a damage claim with them to see if they would refund her or pay for a replacement.
We have emailed the photos twice to the following email address:[redacted]@yahoo.com and [redacted]@gmail.com
Tmax Digital will only follow our terms and conditions of the warranty. If the customer is declining our service, then she would can either pay us $15.00 to return the unit as is or provide us a return label to return the unit back to her.
Initial Consumer Rebuttal /* (3000, 16, 2015/09/14) */
I just want to set the record straight. The 1st time the company sent me any picture was on XXXXXX. They never left me any message on my phone. Today, after an exchange of several emails and approx. 1 hour on the phone with customer service, I have asked them to send back the tablet as is for $15.00. I had to speak to 2 reps, one a supervisor and I had to email them at the same time in order to get them to do what I requested per their instructions. If I receive the tablet back, consider this case closed.
Final Business Response /* (4000, 18, 2015/09/23) */
Tmax Digital has reviewed the rebuttal from the customer. Below is our response towards this complaint:
Customer was emailed photos of their tablet the way we received the unit. Since the customer declined our service fee customer agreed to pay $15.00 to have the unit returned "AS IS."
Customer has paid for returning the unit via credit card and we have already shipped the unit back to the customer. We emailed her the tracking number of the return shipment
Final Consumer Response /* (2000, 20, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was a horrible company to do business with.I just wanted my tablet back so they could not make money on it, by "recycling it".

Initial Business Response /* (1000, 5, 2015/06/24) */
Tmax Digital has reviewed the complaint from the customer and would like to apologize for the inconvenience this has caused. Below is the our response towards the complaint:
Customer called in stating the unit will not power on. Customer sent...

in the unit to us on 4/28/15. Instead of repairing the unit we replaced the unit and shipped it back on 5/20/15. On 6/22/13 Customer called in to claim on the replacement unit that the power button is stuck inside. Our agent informed the customer that the unit would need to sent in for inspection. Also our agent informed the customer that if the unit is physically damaged, then we will voided the warranty. Customer understood and agreed to this.
The customer is requesting us to service the unit for free no matter what wrong with the unit. However Tmax Digital is only willing to service the unit under our terms and conditions of the warranty. We have not denied any warranty service yet until we can have the unit inspected and see the finding of the result. It would need to inspected prior to us making decisions.
Customer would need to follow our warranty policy to have the unit inspected. After the inspection if the unit is physical damage then one of our agents will contact the customer and provide alternate resolutions.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called the gentlemen on the phone stated it would cost $35.00 to have the unit fixed. There is NO PHYSICAL DAMAGE since we had the unit a few days and it fell apart like the first one the fixed. I do NOT want to be charged to fix a badly made product and I don't want to pay to have it shipped.
Final Business Response /* (4000, 9, 2015/06/26) */
Tmax Digital has reviewed the rebuttal for the customer and we are only going to follow our terms and conditions of the warranty. If the unit is inspected and determined to be defective then we will service according to our warranty policy. If its determined to be caused by physical damage one of our agents will call the customer to discuss what options available for the customer.
Tmax Digital is following our warranty policy and we will need to inspect the unit before we make any decisions.

Initial Business Response /* (1000, 5, 2015/05/21) */
Tmax Digital has reviewed the customer complaint and would like to apologize for the inconvenience this has caused. Below is our rebuttal towards the complaint.
Customer did send in a unit back in March 10 but it was recorded that we...

received one tablet and not two. We processed the customer request and shipped the unit. Customer did contact us and informed us that she received one but missing the the 2nd unit. Our agent informed the customer that we would show it was recorded one unit and not two. We informed the customer that we would need to investigate this to see if indeed their was a 2nd unit.
We did our investigation on this unit and confirmed their may have been a 2nd unit but the package was missing.
Tmax Digital has replaced the customer unit and shipped it back to her. Below is the tracking number for your reference:
Tracking # XXXXXXXXXXXX via Fed-Ex
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the 2nd tablet today FedEx. It is currently working fine. 5/27/2015.

Initial Business Response /* (1000, 8, 2015/08/31) */
Tmax Digital has reviewed the complaint from the customer and would like to apologize that the complaint made it to the Revdex.com. Below is our response to this complaint.
Customer send in the unit for service due to it not turning on. Our agent...

could not fix over the phone so the unit was submitted to be repaired. Upon receiving the customer unit, it arrived physically damaged (Cracked Screen) in which it voids the customers manufacture warranty. Please refer to our owners manual or website in regards to her warranty. We did offer the following service since the unit is not covered under warranty:
1)service fee of $50.00
2)decline the service and provide us a return label to have unit "AS IS"
3)Tmax Digital will recycle the unit on her behalf.
Tmax Digital is not responsible for service outside our warranty parameters in which this customer unit is. If the customer is claiming that the unit was packaged correctly she can file a damage claim if she would like to and see if they will cover the damaged unit.
Since the customer does have an extended warranty, customer can contact them and they would issue a return label for the customer in which she can email it to us and we will send the tablet directly to the extended warranty company.
Tmax Digital will only follow our terms and conditions of the warranty.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company then needs to send me all photos of packaging and how the product arrived..not just a photo of the damaged product so a claim can be processed for the insured amount. Once again, an honest business that believed in customer service could simply send the product to Home Shopping (which is a business partner/vendor) so the additional warranty claim could be processed by Home Shopping. A claim cannot be filed with the shipping company unless I have all documented photos and they want to inspect the packaging. If this can't be produced on thier end, the company should simply do the right, ethical decision and ship it either back to me or to HSN who they have a business relationship with.
Final Consumer Response /* (4200, 14, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any email or photos from this company.
Final Business Response /* (4000, 16, 2015/09/16) */
Tmax Digital has reviewed the rebuttal from the customer claiming that we never sent the email of the pictures to the customer.
Our records indicate that we have emailed twice (on 9/14/15 and also on 9/16/15).
We also offered alternative resolutions in which the customer declined. Customer can provide us a return label and file a damage claim with the shipping carrier, or file a claim with the extended warranty company. It is possible they will provide her a return label to send the tablet to them in which she can forward the email and we will send back the tablet accordingly
Tmax Digital has voided the customer warranty due to the physical damage and we will only follow our warranty policy.