Complaint: [redacted] I am rejecting this response because: We are still awaiting details on the options regarding resolution Two of the three options have been provided that were discussed We are also waiting on the specifics regarding the ** c-arm that we are considering for trade, and the pricing for the full buy back of the current [redacted] c-arm Of note, we have already noticed issues with the c-arm again (less than a month after repairs) Emails to Soma were sent on 2/17/regarding the nature of the new issues They did reply back on 2/18/2014, but we are not sure if the aforementioned issues (or complete malfunction) will occur in the next days, weeks or months Sincerely, [redacted]
Product: Refurbished [redacted] Customer [redacted] Invoice # 130212- Dt: 01/24/ Amount: $including In-service & Installation On Thursday 05/23/ We received a complaint from [redacted] at [redacted] – Nature of complaint: C-Arm freezes On analyzing the nature of complaint – we decided to send a [redacted] local service engineer to check the system Same day - We scheduled a service call for a site visit directly with [redacted] services On Friday 05/24/ Local [redacted] Engineer -- goes for site visit and informs us that there is error in the DFI and suggested that we change the complete DFI DFI is a complete assembly of the controller of the C-Arm [redacted] refused to check further and insisted that the whole assembly costing $22,plus labor - needs to be replaced In order to not to take a [redacted] chances, we placed an order with [redacted] for a new DFI to be replaced, thus incurring a cost of $25, On Tuesday 05/28/ DFI assembly arrived and on the same day the [redacted] engineer replaced the new DFI and unit started function satisfactorily On 01/13/– We received a complaint from the customer : Nature of Complain: System Error We analyzed the complaint and decided to send local Ex [redacted] Engineer to visit the site and inspect the unit On 01/14/ Local engineer visited the location but could not access the system- as his license for the login software had expiredSince he was unable to access the unit, he did not provide a [redacted] diagnosis We immediately contacted [redacted] Services and asked them to send their local engineer again to check the system On 01/15/ The [redacted] local engineer visited the site to inspect the unitHe informs us that he finds the problem with same DFI assembly - which [redacted] had replaced with complete new assembly on 05/28/and suggested that the DFI needed to be replaced again They refused to accept a [redacted] responsibility for the failure of their completely new assembly – which they had installed on 05/28/and had charged us $25,For second replacement of the DFI, their warranty on it would again be only days On 01/16/ - We consulted the [redacted] and informed him that we suspect DFI need not be changed and seems local error related to hard drive which can be fixed in-house without changing the entire DFI assembly againWe are interested in providing him a long term and cost effective solution and we have an expert engineer based in [redacted] who we believe will be able to rectify the problem without changing DFI and we are arranging his flight from [redacted] to ** We assured him that if the problem is not what we suspect and will require new DFI – SOMA will pay $25,again to [redacted] and replace the whole DFI - as his system is under warranty from SOMA and we will stand by our warranty and commitment Our engineer fixed the system and made it completely functional without changing DFI - as we had expectedHe was on location on 01/21/– one day late due to a family emergency – but completed his job and got the system functional We stand by our warranty and commitment and will continue to do so Customer is demanding a full refund after utilizing the system for almost months and after the fact that Soma Technology is providing him service and is standing by our warranty and commitmentCustomer has bought the system from SOMA and not [redacted] SOMA is providing service and warranty for this refurbished C-Arm system and we have the right to access the problem and provide solution to make the system functional In order to do so, to change the part or not, or to install a new or pre-owned part , is at the sole discretion of Soma Technology Our engineering team and network has been providing effective services since We will continue to support the system under warranty Documents Attached – SOMA invoice – [redacted] invoice for DFI purchase and installalation
Our engineer fixed the system and made it completely functional without changing DFI - as we had expectedHe was on location on 01/21/– one day late due to a family emergency – but completed his job and got the system functional He stayed next day to rechecked the system for continues satisfactory functioning of unit before handling over to customer on 01/22/ On basis of our discussion on 01/24/on customer's request for alternative options -- we submitted the options on 01/24/and resend it on 01/28/and on 02/04/ We fixed the unit under warranty and are committed to satisfactory functioning of equipment sold by us and our support
Complaint: [redacted] I am rejecting this response because: Soma Technologies has their dates incorrect. Their technician arrived on 1/21 but was not able to complete the job until the afternoon of 1/22. Consequently, we began seeing our first patient on 1/23/14. In total, the c-arm was not functional from 1/14/14-1/22/14. We did not see patients from 1/14/14-1/23/14. We lost significant revenue in the process, worth much more than the original price we paid for the c-arm. In addition, this will impact us in the future, as many of our referring physicians believe that we are not reliable and do not have functional equipment. Furthermore, per my conversations with [redacted] *** (on 1/23/14) , he was willing to compromise and was going to provide options for an extended warranty or a trade in and purchase of a [redacted] *** unit. These quotes / alternatives still have not been provided. We are asking for a full refund at this point - despite their verbal willingness to provide satisfaction, we still have not received any of their suggested remedies for this situation. Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We are still awaiting details on the options regarding resolution Two of the three options have been provided that were discussed We are also waiting on the specifics regarding the ** c-arm that we are considering for trade, and the pricing for the full buy back of the current [redacted] c-arm Of note, we have already noticed issues with the c-arm again (less than a month after repairs) Emails to Soma were sent on 2/17/regarding the nature of the new issues They did reply back on 2/18/2014, but we are not sure if the aforementioned issues (or complete malfunction) will occur in the next days, weeks or months Sincerely, [redacted]
Product: Refurbished [redacted] Customer [redacted] Invoice # 130212- Dt: 01/24/ Amount: $including In-service & Installation On Thursday 05/23/ We received a complaint from [redacted] at [redacted] – Nature of complaint: C-Arm freezes On analyzing the nature of complaint – we decided to send a [redacted] local service engineer to check the system Same day - We scheduled a service call for a site visit directly with [redacted] services On Friday 05/24/ Local [redacted] Engineer -- goes for site visit and informs us that there is error in the DFI and suggested that we change the complete DFI DFI is a complete assembly of the controller of the C-Arm [redacted] refused to check further and insisted that the whole assembly costing $22,plus labor - needs to be replaced In order to not to take a [redacted] chances, we placed an order with [redacted] for a new DFI to be replaced, thus incurring a cost of $25, On Tuesday 05/28/ DFI assembly arrived and on the same day the [redacted] engineer replaced the new DFI and unit started function satisfactorily On 01/13/– We received a complaint from the customer : Nature of Complain: System Error We analyzed the complaint and decided to send local Ex [redacted] Engineer to visit the site and inspect the unit On 01/14/ Local engineer visited the location but could not access the system- as his license for the login software had expiredSince he was unable to access the unit, he did not provide a [redacted] diagnosis We immediately contacted [redacted] Services and asked them to send their local engineer again to check the system On 01/15/ The [redacted] local engineer visited the site to inspect the unitHe informs us that he finds the problem with same DFI assembly - which [redacted] had replaced with complete new assembly on 05/28/and suggested that the DFI needed to be replaced again They refused to accept a [redacted] responsibility for the failure of their completely new assembly – which they had installed on 05/28/and had charged us $25,For second replacement of the DFI, their warranty on it would again be only days On 01/16/ - We consulted the [redacted] and informed him that we suspect DFI need not be changed and seems local error related to hard drive which can be fixed in-house without changing the entire DFI assembly againWe are interested in providing him a long term and cost effective solution and we have an expert engineer based in [redacted] who we believe will be able to rectify the problem without changing DFI and we are arranging his flight from [redacted] to ** We assured him that if the problem is not what we suspect and will require new DFI – SOMA will pay $25,again to [redacted] and replace the whole DFI - as his system is under warranty from SOMA and we will stand by our warranty and commitment Our engineer fixed the system and made it completely functional without changing DFI - as we had expectedHe was on location on 01/21/– one day late due to a family emergency – but completed his job and got the system functional We stand by our warranty and commitment and will continue to do so Customer is demanding a full refund after utilizing the system for almost months and after the fact that Soma Technology is providing him service and is standing by our warranty and commitmentCustomer has bought the system from SOMA and not [redacted] SOMA is providing service and warranty for this refurbished C-Arm system and we have the right to access the problem and provide solution to make the system functional In order to do so, to change the part or not, or to install a new or pre-owned part , is at the sole discretion of Soma Technology Our engineering team and network has been providing effective services since We will continue to support the system under warranty Documents Attached – SOMA invoice – [redacted] invoice for DFI purchase and installalation
Our engineer fixed the system and made it completely functional without changing DFI - as we had expectedHe was on location on 01/21/– one day late due to a family emergency – but completed his job and got the system functional He stayed next day to rechecked the system for continues satisfactory functioning of unit before handling over to customer on 01/22/ On basis of our discussion on 01/24/on customer's request for alternative options -- we submitted the options on 01/24/and resend it on 01/28/and on 02/04/ We fixed the unit under warranty and are committed to satisfactory functioning of equipment sold by us and our support
Complaint: [redacted] I am rejecting this response because: Soma Technologies has their dates incorrect. Their technician arrived on 1/21 but was not able to complete the job until the afternoon of 1/22. Consequently, we began seeing our first patient on 1/23/14. In total, the c-arm was not functional from 1/14/14-1/22/14. We did not see patients from 1/14/14-1/23/14. We lost significant revenue in the process, worth much more than the original price we paid for the c-arm. In addition, this will impact us in the future, as many of our referring physicians believe that we are not reliable and do not have functional equipment. Furthermore, per my conversations with [redacted] *** (on 1/23/14) , he was willing to compromise and was going to provide options for an extended warranty or a trade in and purchase of a [redacted] *** unit. These quotes / alternatives still have not been provided. We are asking for a full refund at this point - despite their verbal willingness to provide satisfaction, we still have not received any of their suggested remedies for this situation. Sincerely, [redacted]