Ground Illusions

Response:Good morning, we regret this customer had a bad experience, our target is to process all service orders in a timely manner, this unit was received on 08/05/we report to [redacted] and await while the communication happens and the customer and [redacted] decide the next step, the unit was water damaged beyond economical repair, no further communication took place at least that we are aware of until 11/18/when the customer called our service center and the unit was shipped back unrepaired, below is a log of the actions that took place on this case, and at the bottom is the tracking number that the unit was delivered withThanks for the opportunity to explain our side, we follow procedures accordingly[Nov 10:23AM: [redacted] ] Product shipped back without repaired [Nov 10:22AM: [redacted] ] CX CALLED IN AND IS REQUESTING FOR HER UNIT TO BE SENT BACK UNREPAIRED[Oct 9:22AM:Ximena O [redacted] LOT#TWP[Oct 9:22AM:Ximena O***] UNIT IS WATER DAMAGE:MAINBOARD,LCD,BATTERYUNIT IS BEYOND ECONOMICAL REPAIRPLEASE USE UPLOADED IMAGES AS REFERENCE[Oct 9:19AM:Ximena O***] mm_claim status updated from V to RP [redacted] Delivered On: Tuesday, 11/22/at 11:A.M

Response:Good morning, this unit was sent to us out of warranty, we contacted the customer to explain the estimate in parts and labor and the customer refused the repair there is nothing else that we could do if we need to order parts and the customer is not willing to pay for the costWe try to serve our customer's as best as we can but if the unit is out of warranty we have to charge the cost of parts and laborThanks Byron

Complaint: ***
I am rejecting this response because:Yes I originally told them not to fix it because it was going to cost more than a new one would but then the same day I received a call from one of the managers and he told me he would get the tablet repaired at no cost to me because of the problems I have been havingI don't understand what's going on?
Regards,
*** ***

Response:Good morning, we regret this customer had a bad experience, our target is to process all service orders in a timely manner, this unit was received on 08/05/2016 we report to [redacted] and await while the communication happens and the customer and [redacted] decide the next step, the unit was...

water damaged beyond economical repair, no further communication took place at least that we are aware of until 11/18/2016 when the customer called our service center and the unit was shipped back unrepaired, below is a log of the actions that took place on this case, and at the bottom is the tracking number that the unit was delivered with. Thanks for the opportunity to explain our side, we follow procedures accordingly. [Nov 18 2016 10:23AM:[redacted]] Product shipped back without repaired [Nov 18 2016 10:22AM:[redacted]] CX CALLED IN AND IS REQUESTING FOR HER UNIT TO BE SENT BACK UNREPAIRED. [Oct 5 2016 9:22AM:Ximena O[redacted] LOT#TWP16. [Oct 5 2016 9:22AM:Ximena O[redacted]] UNIT IS WATER DAMAGE:MAINBOARD,LCD,BATTERY. UNIT IS BEYOND ECONOMICAL REPAIR. PLEASE USE UPLOADED IMAGES AS REFERENCE. [Oct 5 2016 9:19AM:Ximena O[redacted]] mm_claim status updated from V to RP 1[redacted] Delivered On: Tuesday, 11/22/2016 at 11:24 A.M.

Response:Good morning, this unit was sent to us out of warranty, we contacted the customer to explain the estimate in parts and labor and the customer refused the repair there is nothing else that we could do if we need to order parts and the customer is not willing to pay for the cost. We try to...

serve our customer's as best as we can but if the unit is out of warranty we have to charge the cost of parts and labor. Thanks Byron