DynaVox Technologies

This is in regard to the letter we received for complaint ID [redacted] submitted by [redacted]about her MyToii P10 device and services she received. There were 3 areas of concern within thecomplaint so I wanted to address each of those separately below:1. The device was sent in for repair on...

215/16 and is still not working. - The device was sentin on 2/5/16 for not starting. To address the issue, we replaced the power control unit at nocharge. Then, on 4/8/16, the customer reported a new issue, which was discoloration in thedisplay, upon getting the device back from repair. At that time, we setup another repair andinformed the customer we would cover the cost of that repair as well.2. The customer was told she would receive a return label and was not sent one.- Thecustomer contacted us on 4/12/16 stating she needed a return label. We sent one that sameday to the same email address listed in the complaint. The tracking number is[redacted].3. We will stop supporting their device on 4/30/1 6.- This is in reference to the device hittingits end of life cycle on 4/30/16. You can view this announcement attobUdynavox.com/support/mytobN-pl 0. The product was discontinued back in 2011 andwe’ve started to have trouble sourcing the parts needed to continue repairs on these devices.However, any repair we do on a device comes with a 90 day warranty so we would work toget this current issue resolved regardless of the EOL date.Upon receiving your letter on 4/18/16, I left the customer a detailed message with my contactinformation, offered to send a loaner device to use while her devite was in for repair, sent her anemail, and sent her a new return label. At this point, I’ve not received any response from thecustomer and we’ve not received the device yet. The next step for the customer is to send the devicein for repair so that we can get their current issue resolved. I will continue to make attempts to contactthe customer to help facilitate this.If you have any questions, please do not hesitate to contact me. Thank you!John S[redacted]Technical Support Manager

Review: I represent a post-acute care ventilator facility that has owned this item for some years. Supported item (P10 eye gaze communicator) recieved by Tobii Dynovox on 2/5/16 for repair. Item returned on 4/8/16 stating that the item has been fixed, free of charge. Item not repaired, 90 min total labor spent on device. Item is of extreme need to our clients who have complex neurological conditions and use this item to communicate. I was told I would receive return documentation immediately to send the device back again for repair. None has been sent. Tobii Dynavox will stop supporting our device on 4/30/16. Their inability to timely and effectively address issues with our device is causing detriment to the quality of life to our residents.Desired Settlement: Our desire is that the device be fixed in a timely fashion, regardless of cut off support date, due to delay in services and inefficiency of repair.

Business

Response:

This is in regard to the letter we received for complaint ID [redacted] submitted by [redacted]about her MyToii P10 device and services she received. There were 3 areas of concern within thecomplaint so I wanted to address each of those separately below:1. The device was sent in for repair on 215/16 and is still not working. - The device was sentin on 2/5/16 for not starting. To address the issue, we replaced the power control unit at nocharge. Then, on 4/8/16, the customer reported a new issue, which was discoloration in thedisplay, upon getting the device back from repair. At that time, we setup another repair andinformed the customer we would cover the cost of that repair as well.2. The customer was told she would receive a return label and was not sent one.- Thecustomer contacted us on 4/12/16 stating she needed a return label. We sent one that sameday to the same email address listed in the complaint. The tracking number is[redacted].3. We will stop supporting their device on 4/30/1 6.- This is in reference to the device hittingits end of life cycle on 4/30/16. You can view this announcement attobUdynavox.com/support/mytobN-pl 0. The product was discontinued back in 2011 andwe’ve started to have trouble sourcing the parts needed to continue repairs on these devices.However, any repair we do on a device comes with a 90 day warranty so we would work toget this current issue resolved regardless of the EOL date.Upon receiving your letter on 4/18/16, I left the customer a detailed message with my contactinformation, offered to send a loaner device to use while her devite was in for repair, sent her anemail, and sent her a new return label. At this point, I’ve not received any response from thecustomer and we’ve not received the device yet. The next step for the customer is to send the devicein for repair so that we can get their current issue resolved. I will continue to make attempts to contactthe customer to help facilitate this.If you have any questions, please do not hesitate to contact me. Thank you!John S[redacted]Technical Support Manager

Review: My daughter [redacted], is severely disabled, nonambulatory, nonverbal, incontinent, no purposeful hand movement. Her insurance approved her for a Dynavox EyeMax System. A device that tracks her eye movement to determine which of the pictures it is displaying was chosen by her, ie, green box yes, red box no, ect. Obtaining the device was relatively simple. However, the training the company promised has yet to be received. We received this device OVER ONE YEAR AGO!!! The local representative for this company, [redacted] scheduled a training session earlier this year, and never showed up. She refuses to return phone calls, texts, and emails from my daughters teacher, therapist, and myself. A message was left with her supervisor, [redacted], who also refuses to return a phone call. This device was intended to be my daughters voice, to let us know what she wants or needs. It is a VERY expensive piece of equipment that has set useless in it's case because we have not received proper instruction in it's use. I've called the Dynavox corporation a couple of times, and they were of no help to me. I can't get anyone to answer any phone calls, emails, or texts. This is by far the WORST customer service I have ever experienced! I am also in the process of filing a complaint with my State Attorney General's office.Desired Settlement: I would like for Dynavox to properly train my daughters teacher, therapist, and myself in the devices use. If they are unwilling to provide the training they promised, then I would like the equipment returned and a refund to the insurance company granted.