Hannspree North America, Inc.

Initial Business Response /* (1000, 7, 2015/05/19) */
Advise customer we are currently waiting on back ordered parts to repair unitUnfortunately we are of of stock on replacement units as well that is equal or better to just replace unitOnly monitors in stock are smaller units .Once we receive
either the parts or replacement I will send to the customer
Initial Consumer Rebuttal /* (3000, 9, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told at least times that the unit is done, but they are waiting to ship it back outThis is the first time I have been told that the unit was not repaired yetI am not sure that I believe this, as every time I have called I was told something elseI basically would like a refund on the TV and the shipping I paid the first time I sent it back and it was not repaired correctlyAt this point, I can no longer trust anything that Hannspree tells me
Final Consumer Response /* (3000, 14, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I have been told at least times that the unit was ready to shipDo you not find it very strange that the response from Hannspree on one day was that they were waiting for parts, and the next day the unit is mysteriously repaired? I most certainly doI still do not trust Hannspree after this fiasco, and would still just wish a full refund as requested in the original complaint filedThey have not been honest with me from the beginning of this issue, and I have absolutely no confidence that they are being honest now
Final Business Response /* (4000, 16, 2015/05/28) */
Advised customer unit has been shipped out FedEx ground tracking # XXXXXXXXXXXX

Initial Business Response /* (1000, 7, 2015/04/28) */
Tried contacting customer to inform customer that FedEx claim was denied .We will go ahead and replace tabletWill try and contact customer again to inform what is the current situation
Initial Consumer Rebuttal /* (3000, 9, 2015/05/05)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from *** at Hannspree (XXX-XXX-XXXX)He left a message, to which I responded and left three messages before I got a return call*** informed me that they were NOT going to replace the tablet, but only the screen that was damaged in shipmentKeep in mind that this is dysfunctional unit sent in 10/That is not acceptableIn addition, the tracking number he gave me for the returned unit is not recognized on the FedEx websiteIt's not validThe problem is certainly not resolved***
Final Business Response /* (4000, 11, 2015/05/15) */
CUSTOMER HAS RECEIVED THE UNIT ALREADY AS OF 5/9/IT WAS SIGNED BY A C *** UNIT WAS REPAIRED AND TESTED BEFORE UNIT WAS SHIPPED OUT
Final Consumer Response /* (2000, 13, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel I have to accept the resolution, though I believe strongly that the way this warranty issue was handled was not acceptable business practice, nor was it handled expeditiouslyThe resolution took almost eight months to transpire, and ended with a "repaired" unit, instead of a replacement of a faulty unitWhether it is repaired or not remains to be seenOverall, I'm very dissatisfied with Hannspree, and will never again purchase another product, nor recommend the products to anybodyI'm sorry it has to be this way***

Initial Business Response /* (1000, 7, 2015/06/29) */
We have already contacted customer , with options on what customer would like to do .Just waiting on a reply from customer
"Advise customer I can have shipping department email PPL to customer .Since customer is uncomfortable swapping out
the bezel himself.Please advise customer what he would like us to do .Also advise customer we can not give refund only replacement or swap out front bezel"
Initial Consumer Rebuttal /* (3000, 9, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered to repair/replace the unitThe option provided did not provide a time frame for replacement nor a refund optionI answered them right away and as usual it always takes more time than it should to hear back from HannspreeI asked them to issue a shipping label to exercise the option of shipping the monitor back to them yet againI also asked them to let me know how long it will take to get my monitor replaced this time around since I am very leery that it may take another months to get it back yet againNo answer yet and no shipping label issued yet after hours?!
Final Business Response /* (4000, 37, 2015/11/09) */
Advise customer we are still waiting for part to repair customers unit..Once part has arrived we will repair and ship customers unit out
Final Consumer Response /* (4200, 44, 2015/12/04) */
I still do not have my monitor back from HannspreeIt is a total disgrace! months and counting
They called days ago and informed me finally that they cannot get the part to fix my monitorInstead of offering to replace the monitor with another model or issue a refund, they asked if it was ok to return it "as is"Can you believe that?! Completely unprofessional
Basically whhat they are saying is that they have been trying to fix a monitor under warranty for over months without ever offering a replacment due to the unacceptable delays but now thhat they cannot fix it they think it is ok to return it as is and keep my money for a defective product
When I asked them if they thought this was ok, *** the technical contact I have been working with agreed with me that this was unacceptable and that they should either refund or replace the monitorShe promised she would try to find a solution and would call back the same week but as usual I am still waiting to hear from her days later
If I do not hear from them within a week I will report them to the *** *** and any other consumer fraud agency I can findI am also considering talking to a lawyer to see what can be done to get compensation for this long delay and their refusal to issue a prompt refund or replacement
DO NOT BUY HANNSPREE (or I-Inc) products!

Initial Business Response /* (1000, 7, 2015/09/14) */
Please advise customer we are waiting for inventory to replace customers monitor. Once we receive inventory we will send customer replacement monitor.Also please advise customer we are very sorry on the delay.
Initial Consumer Rebuttal /*...

(3000, 9, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told this "story" since 7/13/2015. How long does it take to get an inventory replacement?
It has been over 2 months since Hannspree has had this inventory shortage. I can personally send an item overseas at a reasonable cost in 2 weeks. This is poor customer service and delay tactics. If Hannspree cannot provide a better explanation for this delay they should write a check.
Final Business Response /* (4000, 19, 2015/11/09) */
Advise customer we are waiting for replacement units to replace customers defective monitor.Once we receive a monotor that ids equal to customers unit we will replace it .Advise customer we are sorry for the delay and the inconveince ..
Final Consumer Response /* (2000, 25, 2015/12/09) */
To whom it may concern,
I finally received the original monitor that seems to be properly repaired. I do appreciate all your help in this manner. I have not had my monitor since April of 2015.
Regards,
[redacted] Computer Consultant
Office XXX-XXX-XXXX Fax XXX-XXX-XXXX E-mail: [redacted]@a3ninc.com
[redacted]
XXXXX [redacted] CA XXXXX

Initial Business Response /* (1000, 5, 2015/06/04) */
Tablet has been shipped and delivered to customer on June 2 2015 .Unit was shipped thru FedEx Ground tracking # XXXXXXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
They sent me a different used tablet again without any notice after I filed a complaint to Revdex.com. Moreover,I already bought a new tablet after long waiting for more than 3 months.
I don't need the used tablet from them.
I want my money back!.
Final Business Response /* (4000, 9, 2015/06/12) */
Unfortunately we do not give refunds .We also do not give brand new units .All units are refurbished that we exchange .Customer has a received a equal working tablet .WHich states that in our warranty .Customer has received replacement unit back.

Initial Business Response /* (1000, 9, 2015/05/12) */
Customers unit was shipped out today .Advice customer we are very sorry for the delay . It was shipped FedEx ground tracking #XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Final Business Response /* (4000, 12, 2015/05/15) */
UNIT HAS BEEN SHIPPED OUT...

MAY.11 TO CUSTOMER ALREADY .FEDEX GROUND TRACKING # XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX .I HAVE CHECK FEDEX WEBSITE UNIT IS STILL IN TRANSIT AND ESTIMATED TIME OF DELIVERY IS 5/15/2015

Initial Business Response /* (1000, 7, 2015/05/26) */
Advise customer we are currently waiting on back ordered parts to repair unit. Unfortunately we are of of stock on replacement units as well that is equal or better to just replace unit. Only monitors in stock are smaller units .Once we receive...

either the parts or replacement I will send to the customer.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FIVE MONTHS has passed! The response from Hannspree of "once we receive the parts or replacement" does not provide a date or expected time frame.
Quote from Hannspree email response dated 12/16/2014:
"This e-mail is to inform you that your unit has been received by a Hannspree North America Service Center. Your unit should ship within 7-10 business days via FedEx or UPS Ground. If there are any delays or further input required from you, we will contact you via phone and or email. You will receive a notification e-mail when the unit has been shipped along with a return tracking number."
I had to repeatedly contact Hannspree support for updates. No updates were provided without initiation on my part. I have been more than patient regarding this issue, and continued unknowns on when this warranty will be resolved is unacceptable.
Final Business Response /* (4000, 11, 2015/06/04) */
Please advise customer that we have received back ordered part and already repaired customer's unit. Customer unit will ship out by end of day tomorrow .Will contact customer with tracking # once unit is shipped out .
Final Consumer Response /* (2000, 13, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/12/10) */
We have shipped the unit and the consumer has received it. Tracking # XXXXXXXXXXXX

Initial Business Response /* (1000, 8, 2015/11/09) */
Advise customer we are sorry for the delay .Unit ia waiting for part to repair unit .. Replacement should come with in the week from China. Once we receive the the part we will repair and ship unit out..
Initial Consumer Rebuttal /* (3000,...

10, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept what they are saying because this is the same thing they say every time I get a hold of them...The same response for 3 1/2 months now... I will believe this when I get a shipping number saying it is being shipped back to me...
Thanks
PS I have ordered many things from China and the longest it has taken for me to receive the item is 3 weeks Not 3 1/2 Months.....
Final Consumer Response /* (2000, 14, 2015/11/24) */
Thanks for your help in this case....I did receive my unit back on Saturday 11-21-15 after 4 long months of them saying they were waiting on a part from China.... I got the run around until you helped me...

Thanks Again
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
We have tried to look up customer first and last name in our system and nothing pops up with [redacted].Please advise customer to supply us with an RMA # and contact info so that we can have this issue resolved .If unit was shipped in our...

repair department customer should have an RMA #.

Initial Business Response /* (1000, 5, 2015/09/03) */
Advised customer we are sorry for the delay.We are currently out of stock for panel replacement.Currently we are waiting for product to exchange unit.We will contact customer once we receive replacement unit to exchange .
Initial Consumer...

Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company did apologize for the inconvenience, I was never told that they were out of stock. I was only told someone would get back to me and after the last call to them, I never heard back. I think that 90 days waiting without warranty resolution is not acceptable. There should have been an offer to refund purchase price or to get another comparable model.
Final Business Response /* (4000, 23, 2015/11/09) */
Advise customer we have not received replacement units from manufacter to replace customers unit out .Once we receive replacement parts or replacement unit we will send to the customer .Advise customer we are sorry for the delay .
Final Consumer Response /* (4200, 25, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not addressing the issue. I have been without the monitor for 6 months. I had to purchase a different monitor just to keep working so they should simply refund the original purchase price if they cannot get a replacement.