Mach Speed Technologies

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Mr [redacted] , if you will provide the RMA number you were issued for your return, we would be happy to look into this for you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not want the case to be closedThey asked me for the RMA number ...RMA Number is XXXXXXTJC Final Business Response / [redacted] (4000, 13, 2015/06/30) */ Mr [redacted] , I have noted your accountwhen your tablet is received, if tested as faulty, the device will be replaced with our Gmodel, which is the top of the line model Final Consumer Response / [redacted] (4200, 15, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The package was delivered on June USPS tracking number is: XXXXXXXXXXXXXXXXXXXXXX

Initial Business Response / [redacted] (1000, 8, 2015/05/27) */ Mr [redacted] , the images you provided showed physical damage to the devicethe damage is known as a pressure break, and is caused by the internal screen breaking due to a heavy, steady pressure on screen causing the breakfrom the position of the damage, it appears that this was caused by a "flex" of the device, cracking the internal LCDunfortunately, this damage is NOT covered under warranty, as it is not a failure of the device, or a manufacturing fault, but damage caused by an external source, caused months after your purchase and use of the itemI am sorry that this damage was done tot your device, but I am afraid that we will not be able to cover this for you under warrantyAs stated previously, we recommend contacting a local computer repair or mobile phone repair store for assistance in getting this damage repaired Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage the screen has it is internal...not done by the user.It is internal failure !!!! This tablet was always treated very nicelyNever abusedBarely usedComply with the warranty !!! My complain about ur product is not the only one...U have a well documented history of complaints here And all came with the same problem, failure of your products and failure to comply with the warrantyNo wonder why your company is NOT acredited with Revdex.com, wich is a prestigious business and consumers agency...check your record

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Mrs [redacted] , If you could provide the RMA number you were issued for your repair, we would be happy to look into this issue for you Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They want the RMA # for my device, it is zXXXXXXmbbWe did an out of warranty replacement for a cracked screenThe device they sent without a cracked screen does not work properlySo, they keep telling me because I dont have a warranty they cant do anything for meI know I dont have a warranty which is why I paid them money to fix the device out of warrantyWhy do they not guarantee their work in or out of warranty? If the work they did didnt work then should I be satisfied? This is where we have differing opinions of their workThey will and have done nothing to resolve this problemI doubt them having the RMA number changes anything

Initial Business Response /* (1000, 5, 2015/04/23) */
Mr***, If you will please provide a telephone number and a good time to call between the hours of 8AM and 5PM central time, we will be happy to have a supervisor reach out to you regarding this issue
Initial Consumer Rebuttal /* (3000,
7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have my number XXX-XXX-XXXX it is on here when I filed the complainti also called their copate office for a week and the lady said the supervisor had my info and would call back and never didthey can call me but I want to leave this case opend where you will know what they say and dothat way you will have the record to where you can add it to their history be it good bad are indifferantand they can call anytimeill let you know what they saybut all they have been saing is even with their equipment overheating and busting from the inside it is still physical damge and still my fault

Initial Business Response /* (1000, 5, 2015/12/23) */
Mr. [redacted],
I am very sorry to hear about this issue. These tablets come with a full 1 year from date of purchase warranty, and if you will please contact our VIP tech support department at 1.844.400.8746, or by email at...

[redacted]@machspeed.com, we would be happy to help you get this issue resolved.
I am showing that you have contacted us once previously on 03/30 of this year due to a similar issue.

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted], I am sorry to hear that you are experiencing this issue. Unfortunately, the freeze and popup issue you are experiencing is a software problem cause by your Google Play Services, which is not covered under the Manufacturer's warranty....

Despite this, we had you send the item in for a hardware check, and found no issues with the hardware on the device. We even sent you an additional cable and charger at your request. According to our notes, you did not notify any of our technicians about the issue regarding the black/grey screen lockup. If you will please contact our technicians by email at [redacted]@machspeed.com, and include information on this issue, as well as a picture of the screen, we would be happy to look into this issue for you.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I called to inform the company that I had mistakenly sent the items which came in the original box wihen I sent the tablet for repair. Therefore you were merly returning my charger. Second, It is not the buyers responsibility to ensure that the Google works properly on the tablet its the Manaufacturers responsibility! Third the black/grayish screen only appeared after I received the tablet back in the mail. I did call the help desk and the guy old me he would need to troubleshoot the issue. Therefore the following day I bought my tablet with me and called back only for the next technician to offer me a RMA but I will have to pay for shipping AGAIN. He didnt even attempt to troubleshoot the device per the prior technician's request. It seems like false pretense or advertising to me since Mach Speed/Trio is aware of this issue with Google. Google will fix the device for $99.00. However, I just purchased this tablet in July it should NOT have issues. I'm requesting a full refund.
Sincerely,
Final Business Response /* (4000, 10, 2015/11/30) */
Mrs. [redacted], I apologize that you were not happy with the response. If you will please contact our technicians by email at [redacted]@machspeed.com, and include information on this issue, as well as a picture of the screen, we would be happy to look into this issue for you.
Final Consumer Response /* (4200, 13, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I have already called the technicans twice regarding the new issue. As of yesterday my daughter gave me my Christmas gift (new tablet) early due to the stress Mach Speed/Trio has caused. At this time I just would like my money returned.
Thank you,
[redacted]

Initial Business Response /* (1000, 8, 2015/05/27) */
Mr. [redacted], the images you provided showed physical damage to the device. the damage is known as a pressure break, and is caused by the internal screen breaking due to a heavy, steady pressure on screen causing the break. from the position of...

the damage, it appears that this was caused by a "flex" of the device, cracking the internal LCD. unfortunately, this damage is NOT covered under warranty, as it is not a failure of the device, or a manufacturing fault, but damage caused by an external source, caused 5 months after your purchase and use of the item. I am sorry that this damage was done tot your device, but I am afraid that we will not be able to cover this for you under warranty. As stated previously, we recommend contacting a local computer repair or mobile phone repair store for assistance in getting this damage repaired.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage the screen has it is internal...not done by the user.It is internal failure !!!! This tablet was always treated very nicely. Never abused. Barely used. Comply with the warranty !!! My complain about ur product is not the only one...U have a well documented history of complaints here . And all came with the same problem, failure of your products and failure to comply with the warranty... No wonder why your company is NOT acredited with Revdex.com, wich is a prestigious business and consumers agency...check your record...

Initial Business Response /* (1000, 5, 2015/11/20) */
Thank you for contacting us regarding this issue. Unfortunately, as the manufacturer, we are not able to issue a refund for your purchase price, as plainly listed in our warranty policy at http://www.triotablets.com/pages/warranty. I am showing...

that this device was returned to us twice once on 03/04/15 for a charging issue, which the device was returned when no issues were found (able to charge in our testing facility), and a second time on 04/29/15, which was replaced due to a damaged charging port.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These tablets are junk!!!! and my sister [redacted] has gone through four tablets in 1 year. Either a refund or send a better tablet instead of a trio.

Initial Business Response /* (1000, 5, 2015/12/17) */
Ms. [redacted], I am sorry to hear about his issue. if you will please forward your request, along with images of the damage you are describing to [redacted]@machspeed.com, we would be happy to look into this situation for you.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already contacted them I informed them that the battery swelled up like a balloon and caused damage to the tablet. [redacted] at Mach Technologies told me it was out of warranty and they where unable to replacement. I purchased this on Nov 30, 2014 the damage happen on Dec 1, 2015. I requested to speak with a Supervisor and he transferred me to a lead person unfortunately I do not remember his name. In our conversion he told me they were aware of the batteries doings this and because it happened on the Dec 1 2015 it was not his problem he further told me that it was not the fault if it over charged. The damage to this devise I believe is a manufacture defect in the charger allowing the battery to over charge. The lead person admitted they have had issues with this but refused to fix the issue with me.

Initial Business Response /* (1000, 5, 2015/06/22) */
Mr. [redacted], if you will provide the RMA number you were issued for your return, we would be happy to look into this for you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I do not want the case to be closed. They asked me for the RMA number ...RMA Number is XXXXXXTJC2
Final Business Response /* (4000, 13, 2015/06/30) */
Mr. [redacted], I have noted your account. when your tablet is received, if tested as faulty, the device will be replaced with our G4 model, which is the top of the line model.
Final Consumer Response /* (4200, 15, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The package was delivered on June 22 ... USPS tracking number is: XXXXXXXXXXXXXXXXXXXXXX

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted], I am sorry to hear that you are experiencing this issue. Unfortunately, the issues that you have been experiencing on each of your returns (charging failures) have been determined to be caused by physically damaged ports on the...

device. As each return product is tested ant charged past 50% before shipping back tot eh customer, the damage has been happening when charging at your location. Even though physical damage does void the manufacturer's warranty, we have made several exceptions in your case, but I am afraid that we will not be able to cover your shipping of another physically damaged device to us.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Read my report clearly.... first ones sent, were wrong ones. then last one was defective, because yes indeed it was charged to 68%. tried to charge to 100%. never happened. Got down to 31%, tried again and tried other cords and still wouldn't happen. so clearly was already defective!!!!

Initial Business Response /* (1000, 8, 2015/06/16) */
Mr. [redacted], if you will provide the RMA number you were issued for your return, we would be happy to look into this matter and respond.

Initial Business Response /* (1000, 8, 2015/10/28) */
Ms. [redacted], I am showing that you have agreed to a replacement tablet (and accepted a pre paid shipping label) from our company on 10/21/15. When the item is received, the device will be tested and repaired or replaced as necessary.

Initial Business Response /* (1000, 5, 2015/05/18) */
Thank you for contacting us. We will be happy to provide you for a refund of your purchase cost of the tablet of $159.95 once we receive your tablet. Unfortunately, we will be unable to provide you with a refund of the supplemental warranty, as...

this is not our product. I would strongly recommend contacting the company you purchased the warranty from in regards to that.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept their offer to refund the cost of the purchase price. However, I have been inconvenienced twice having to return both tablets. I understand that they are not responsible for the warranty, but I am requesting a full refund of the postage for the return of both tablets, the amount of $14.35 postmarked on 4/03/15 and $14.60 for the one postmarked on 6/18/15. Once again, I do not feel that I should be responsible for defected products. The total amount of postage is $28.95. Please advise if this can be included in the refund.
Thank you
Final Business Response /* (4000, 10, 2015/05/26) */
If you will please forward or attach a copy of your second shipment, we will be happy to provide you with a refund for the second shipping cost. However, as stated in our warranty policy, the cost of initial shipping of a damaged or defective item is the responsibility of the customer.
Final Consumer Response /* (2000, 12, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/23) */
Mrs. [redacted], If you could provide the RMA number you were issued for your repair, we would be happy to look into this issue for you.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
They want the RMA # for my device, it is zXXXXXXmbb04. We did an out of warranty replacement for a cracked screen. The device they sent without a cracked screen does not work properly. So, they keep telling me because I dont have a warranty they cant do anything for me. I know I dont have a warranty which is why I paid them money to fix the device out of warranty. Why do they not guarantee their work in or out of warranty? If the work they did didnt work then should I be satisfied? This is where we have differing opinions of their work. They will and have done nothing to resolve this problem. I doubt them having the RMA number changes anything.