TMAX Digital, Inc.

Initial Business Response /* (1000, 5, 2016/07/25) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the complaint:
Customer reported in April 27, that the touch screen was not respondingAfter our
agents performed their trouble-shooting and was unable to fix over the phone, it was determined to have the unit sent inCustomer shipped the tablet in to us and was received on 5/6/It was determined that the unit was dropped from the back side where the cable to the digitzer was offWe were able to repair the unit and shipped it back to the customer on 5/11/
Customer called us back on 5/23/stating the unit still not responding to the touchWe offered some assistance but customer stated she would call back if it did not work
It was not until 7/21/where we got a call back stating that the tablet is not workingWe advised the customer of our terms and conditions of the warranty where she would be responsible for one way shipping
Looking at the time frame between calls, we can only assume that the unit was in working order or customer no longer has the unitAs a one time courtesy we have already emailed a prepaid return label to the customerIt came from ***@fed-ex.comWe are following the terms and conditions of the warranty and even provided a return label instead of the customer following procedures
Once we receive the unit, we will follow our service options for warranty service
Initial Consumer Rebuttal /* (3000, 7, 2016/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Device was not working when I bought itI called the first day and reported the problemWhen I recorded the device back from the company after they "fixed" it, I had to calm back and complainI did not call back right away because I had things happen in lifeP after my child kept bothering me for her tablet, I calledIt was not until I said I was reporting the company and wanted to speak to a supervisor did they say they were giving me a courtesyThe supervisor was unavailable to speak to me and was supposed to call me back in an hourI have yet to speak to a supervisor (they never called)In addition, after emailing several time on Friday, I had asked them for the shipping label but they did not respondI had to call again today to have the shipping label sentI received it today and have sent it backI'm hoping for a device that actually works when I receive it
Final Business Response /* (4000, 9, 2016/07/28) */
Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response towards the complaint:
We only acknowledge that we did have a return phone call from the customer after she received the tablet backWhen our service agent provided trouble-shooting steps to try and see if it corrected the problem, customer agreed to call us back if it didn'tSince we didn't get a phone call right away from the customer, we can only assume the trouble-shooting steps workCustomer called us back in July 21,telling us that the touch screen is not working
We proceeded to process the warranty claim again for this unitUnder our terms and conditions of the warranty the customer is responsible for the shipping chargesWe would cover parts, labor and return shippingAs a one time courtesy, we did provide the customer a return label
Tmax Digital is following its terms and conditions of the warrantyOnce we receive the unit and do our inspection to confirm no physical damage, we will try to repair the unitIf the unit is deemed unrepairable, we will replace the unit under our terms and conditions of the warranty

Initial Business Response /* (1000, 5, 2016/01/21) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the complaint:
Customer reported that the her unit gets stuck on the Nuvision logoAfter resetting
the unit it would still not workCustomer then sent the unit in for serviceWe reflash the software, tested the unit and shipped it back to the customerWe do acknowledge that the unit was the send in for times and have reflashed the software towards the unitWe have followed our terms and condition of the warranty
Tmax Digital will not refund the customer as the unit was not directly purchased from usWe will follow our warranty policy and service the unitWe are willing to change the mainboard and upgrade the IOS from Kitkat to LollipopSince this is the third time for service, we will provide a return label to have it sent inOur other option would be replacing the unit with a different software or replace the unit with a different model of ***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The option of changing the mainboard and upgrade IOS to Lollipop is acceptable to mePlease send shipping label

Tmax Digital Inc has reviewed the complaint from the customer and would like to apologize that that the Revdex.com has to get involvedBelow is our response towards the complaint:Customer called in on 7/25/reporting that the touch screen is no longer workingAfter our agent tried a few troubleshooting
steps to see if the unit will functionsIt failed so the alternative solution was to send in the unit for serviceCustomer claims that the unit was purchased months ago from the time of callFollowing our warranty policy, we generated an RMA to have the unit sent in for serviceNormally the customer is responsible for shipping the unit in to us for service, but due to the age of the unit, we provided a return label as a one time courtesyDuring the time of call the customer provided a different email address (than the one provided to Revdex.com) to have us email the return label which caused the delay of the customer receiving the return label. We emailed the return label over times to the original email address providedWe advised the customer that the label was coming from our service provider and to make sure the firewall, spam blockers were off to assure that she did indeed receive the labelCustomer still claimed that she did not receive the labelWe kept advising her that the email was going through on our endIt wasn't until she provided us an alternate email address (yahoo email) where she did acknowledge that the label was receivedCustomer did ship the unit into us in a bubble envelope using our shipping labelUnfortunately the packing material the customer used to ship the unit to us is insufficient to protect the unit from being damagedAttached are the pictures of how the unit was received by usSince the unit arrived physical damage our manufacture warranty is voided due to the damage to the screenOne of our agents contacted the customer back of our finding and offered the following service:1) Pay a service fee of $40.002) Pay the amount of $to have it returned back to her "AS IS" or provide a prepaid return label 3) Tmax Digital would recycle the unit on her behalfIt seems as though the customer declined all three options and filed a complaint to the Revdex.comWe have followed our terms and conditions of the warranty policyEven though the customer may had an issue with the tablet prior to us receiving the unit but we would not be able to duplicate the issue due to the physical damageTmax Digital is only willing to service the unit under our warranty policy

Initial Business Response /* (1000, 5, 2015/10/23) */
Tmax Digital has reviewed the complaint that the customer submitted to the Revdex.comBelow is our response towards the complaint:
Customer sent in the unit the first time for the unit freezes and touch screen does not work to the touchWe replaced
the unit on behalf of the customerA few weeks later the customer called back again claiming that the unit does not hold a chargeCustomer was asked to send in the unit to us again for serviceWe provided a return label since this was a replacement unitUpon receiving the unit, we inspected the unit and it showed signs of physical damage to the USB portCustomer unit was packed correctly so there was no screen damaged to file a damage claimThe port was damagedin which voided the customer warranty
After reviewing the complaint and looking at the history on this case, Tmax Digital has replaced the tablet and shipped it to the customerBelow is the tracking number for your reference:
Tracking # XXXXXXXXXXXX via Fed-ExCustomer will have a day warranty when the customer receives the unit
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't send a new one the first time back to meThey really don't know how to treat or talk to a customer at allThey want to make the customer feel like a fool and take the money you have to work so hard for now daysI really feel like this company should be investigated and put out if business
Final Business Response /* (4000, 9, 2015/10/30) */
Tmax Digital has reviewed the customer rebuttal from our responseBelow is our response towards the complaint:
We have already replaced the unit and shipped it across to the customerCustomer year warranty came from the retailer selling her an extended warrantyOur manufacture warranty is only for one year from the date of purchase
We do apologize to the customer about the service she received from usTmax Digital did follow our terms and conditions of our warrantyIf the customer does need any service again we will be more than happy to assist her

Tmax Digital Inc has reviewed the complaint and would like to apologize that it came to the Revdex.comBelow is the response towards the complaint:Customer reported the problem back in September that the unit was stuck on the Nuvision logoAfter our agents attempted to trouble-shoot the problem we were
unable to fix over the phone so we process a warranty claimOur agents provided the customer details of our warrantyin which she would be responsible for one way shippingWe cover parts, labor and return shippingWe received the unit in October 12,Unit was repaired by re-flashing the software to the tabletWe tested the unit and showed it was operating normally and we packed it and shipped it back to the customerCustomer received the unit back on October 21,On December 20, customer states that the tablet is doing the same thingOur agents tried to fix the unit over the phone and was unsuccessfulWe filed another warranty claim and advised the customer the terms and conditions of the warrantyCustomer did not agree with our terms our and asked for a shipping labelWe have already issued a return label and mailed out to the customer to have the unit servicedTmax Digital Inc will only service the unit under the terms and conditions of the warrantyWe are currently waiting for the unit to be serviced

To Whom It May Concern: Tmax Digital has reviewed the complaint from the customer and below is our response towards the complaint: Customer send in the unit for warranty service and claims to be delivered to us on 2/21/When customer contacted us to verify status on the warranty claim, we advised
the customer that we never received itAsked for the tracking number and when verified it shows that the unit was received in our locationWe checked our receiving logs within our warehouse and we have no record on receiving the unitWe had advised the customer to file a lost claim to see what can be doneWe received a call from the customer claiming that the post-master declined the claim as they have record that the unit was received by usCustomer contacted us and advised us of thisI spoke to the customer and informed her that we would need to check with our local post office to see where this unit could be and we would contact the customer our of our findingThe unit was located and shows that the unit was not properly packagedAttached are the photos of the unit being receivedCustomer used just a bubble mailing envelope with bubble wrap to send in the unit to usCustomer did not use a box or anything to secure the unit from being damagedWe advised the customer of our results in regards to the customer tablet and also emailed photosSince the unit was not properly package and delivered to us we voided the warranty on her unitWe offered the following service:paid for repair or replacement in amount of $in which is a discount rate of our service fee of amount of $80.00Paid to have the unit return "AS IS" in amount of $or provide us a prepaid return label Tmax Digital would recycle the unit on her behalfTmax Digital is only willing to service the unit under our terms and conditions of the warrantyHowever due to the timing of this and customer may not be able to file a damage claim, we would be willing to service the unit for the amount of $which would be half of our service fee

Initial Business Response /* (1000, 5, 2015/06/08) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has caused the customerBelow is our rebuttal towards this customer complaint:
Customer sent in the unit to us the first time stating that it
would not power onWe repaired the unit and shipped it back on 2/23/Customer then reported that the tablet was freezingCustomer then paid to have the unit returned to us for serviceSince the customer paid for shipping the unit was received damaged Crack Screen)When the customer called us back, we informed her of our findingWe have voided her warranty as our warranty does not cover physical damagedCustomer can refer to our owners manual or our website for our terms and conditions of the warrantySince we voided the warranty, we did offer the customer the following service options:
1)pay for the repair
2)pay to have the tablet returned
3)Tmax Digital will recycle the unit
Customer was also provided photos of the damage unit to file a damage claim if she feels the damage was caused by shipping carrier
Since the customer declined our service options, and customer is requesting to have the tablet returned"AS IS", customer would need to provide us a return shipping label so we can send back the tablet
We will offer a service fee of $to service the unit or customer can pay for return shipping
Based off last conversation, customer elected to mail us a return label
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first piece of garbage tablet was fixed in FebruaryThe second time I sent a tablet it was the same model but a different tabletIt was NOT cracked when I mailed itThey never called to say it was receivedOnce I called (after a month) they said it was crackedThey emailed me a picture of itI said it was not cracked when I sent itIt took over another from them for them to "look" for a tracking number so I could make USPS pay for the damageThey STILL have never given me that numberThey are rude and inconsiderate and they speak down to customersThe lest they can do is send the tablet they cracked back to me free of chargeThey quoted $to fix itNow they say $100? Is this let's make a deal? I just want it sent back to me
Final Consumer Response /* (4200, 11, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a new tabletJust send the one you broke back to meI had to tell the company that the tracking number was actually found in the picture they emailedThey would still be looking for it if I hadn't told them this
Final Business Response /* (4000, 15, 2015/06/26) */
Tmax Digital has reviewed the rebuttal from the customerBelow is our response:
Tmax Digital has voided the customer warranty due to the physical damage to the tabletIf the customer would like the tablet returned we ask for the customer to pay the return shipping due the warranty voidedTmax is also willing to recycle the unit on behalf of the customer

Initial Business Response /* (1000, 5, 2016/06/13) */
Tmax Digital has reviewed the complaint from the customer and would like to apologize for the inconvenience this has causedBelow is our rebuttal from the customer
Customer contacted us and reported the that the screen shows black spots on
itBased off the information provided it sounds like the screen is crackWe gave the customer the benifit of doubt and asked him to send in the unit for an inspectionIf the unit is truly defective we would service the unit under warranty
Upon receiving the unit it was determined that the unit screen is physically damage in which our warranty does not cover itWe offered the customer a out of warranty repair fee of $
Pay to have the unit returned in amount of $or provide us a prepaid return labelCustomer can also request Tmax Digital to recycle the unit
From our understanding the customer never emailed us a prepaid return label as it was informed by the customerWe have attempted to email him photos of his unit being physically damage to the email address provided to us
***@comcast.net & ***@gmail.com
Since the customer claims that he purchased an extended warranty through the retailer, customer can contact them and file a claim with themIf they provide him a prepaid return label, he can forward the label to us and we will send back the unit directly to extended warranty companyFrom there it would be up to extended warranty company to process their claim
Tmax Digital has followed our terms and conditions of the warrantyWe are currently waiting for the prepaid return label to be send back to us so his damaged unit can be returned

I am rejecting this response because:There were no specific instructions given by TMax on how to send the tablet so it was wrapped in a roll bubble wrap purchased at usps and sent in a padded envelope, which I thought was sufficient protectionHowever, I am willing to pay for shipping in the amount of $15.00, if the company fixes or replaces the unit for free in order to keep excellent customer relations because: the length of time the company could not locate the item indicates gross negligence on the company's behalf, if the item was damaged upon delivery the item should have been returned usps as "damaged"USPS would have returned it to sender for a claim to be filed for full value of the item but the company let more than days + pass so no claim can be filed for the postal service

Initial Business Response /* (1000, 5, 2015/10/28) */
Tmax Digital has reviewed the complaint from the customerBelow is our response towards the complaint:
Customer called in stating that their tablet was stuck on the "SPLASH SCREEN" Our agent tried to fix it over the phone but failed so it
was sent for warranty service
Upon receiving the unit, customer used a bubble wrap envelope with a piece of foam and shipped it via postal serviceThe unit was received with a cracked screenDue to the physical damage we voided the customer warranty and offered alternative solutions but customer declinedOur service option is as follows:
Pay for service fee of $but willing to drop price to $
Pay for return shipping of $or provide us a return label
Tmax Digital will recycle the unit on customer behalf
If the customer claims that the damage was caused by the shipping carrier then he would need to file a claim with shipping carrierWe can provide the necessary photos to the customer to register a damage claim
Tmax Digital has voided the customer warranty due to the physical damage done to the tabletWe will only offer the above service mentionedif we don't here from the customer within days, we will only assume the unit is abandoned and recycle the unit
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DON'T BELIEVE THEMI THINK IT IS A WAY OUT TO BLAME POST OFFICEI COVERED THE SCREEN TRYING TO PREVENT BREAKAGE
Final Business Response /* (4000, 9, 2015/11/06) */
Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response towards our complaint:
Tmax Digital has taken pictures of the unit damaged unit and be willing to email them to the customerSince their is damage to the tablet (Crack Screen) customer warranty is voidedCustomer can still have the tablet service for a fee
We only stated that if the customer claims that the unit was fine when he packed it, and we received it damaged, the only alternative would be that the unit could have been damaged during the transitPlease keep in mind that the customer sent in the tablet in a Scotched bubbled envelope where there is not much protection
Tmax Digital is only willing to service the unit for a service feeOtherwise the customer can either pay for return shipping ($15.00) or provide us a prepaid return label
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
JUST DO NOT BELIEVE THEM

Initial Business Response /* (1000, 8, 2015/08/03) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the complaint:
Customer called in stating that her unit turned on but only had a
blank screenOur agent tried to fix the issue over the phone but was unsuccessful so we generated an authorization number to have the unit sent in for serviceDue to the Date of purchase the customer explained to the agent and fax over, we offered a return label as a courtesyPlease keep in mind that our warranty does not cover the shipping chargePlease refer to our warranty policy on our website or owner's manualCustomer claims that she did not receive a return label from usWe had issued a return label using our shipping service provider (Fed-Ex)Customer would've received an email from ***@fed-ex.comWe had the return label submitted twice to the customerto the email address she provided
Tmax Digital has followed our warranty policy and is currently waiting on the unit to be serviced

Initial Business Response /* (1000, 5, 2016/01/20) */
Tmax Digital has reviewed the complaint from the customer and would like to apologize that his complaint went to the Revdex.comBelow is our rebuttal towards the complaint:
Tmax Digital did receive one unit of the TMBlack model unit to have
the unit serviced due to it not turning onUpon receiving the unit during our inspection, it was determined that the reason for the unit not to be powered in is that the mainboard was damaged (power connector was pushed in along with damaged to the USB portPhysical damage is not covered under warrantyWe did leave a message for the customer to return our call to view our findingWe did not offer the customer a repair fee of $There may have been a little confusion here
Customer can have the unit repaired at the cost of $
If he declines the repair customer can have the unit returned "AS IS" by paying $for return shipment or provide us a prepaid return label
If the customer does not want the unit, then TMAX Digital will recycle the unit on his behalf
Tmax Digital is following our terms and conditions of the warrantyDue to this nature of this complaint we are willing to accept a repair cost of $for the repair as the screen is not affectedWe will only stand by our warranty terms but willing to lower cost of the repair as a one time courtesy
Initial Consumer Rebuttal /* (3000, 7, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the call from NuVision regarding the tablet, however I did not receive a response to the email I sent to **@nuvision.com which was after the call I received.I was told it was a power adapter and now its the main board? While I was on the phone, I ask for proof of physical damage by sending pictures, however I was told that is not possibleIts interesting how so many people have similar issues with their NuVision tablets and customer service issuesHere is the proof, http://www.Revdex.com.org/central-california-inland-empire/business-reviews/audi...⇄ bought (2) tablets in good fate and I want the warranty to be honored
Final Consumer Response /* (4200, 23, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called back the company on 2/25/to give my cc informationOnce I receive my tablet back, I will close out this caseThank you
Final Business Response /* (4000, 25, 2016/03/04) */
Tmax Digital has reviewed the rebuttal and below is our response
Customer did call us back and provided his credit card for repairing the tabletWe have processed the payment and finished repairing the tabletIt will ship out next weekWe will email the customer the tracking number once it's ships

Initial Business Response /* (1000, 5, 2015/12/08) */
Tmax Digital inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the customer complaint:
Customer send in the tablet stating that their was lines in
the tabletWhen we received the unit our service tech determined that the panel was defectiveCustomer unit was unable to repaired in which we would need to replaced the unit
Customer replacement unit was on backorder where we did not have any units available to replace it withOnce we received our inventory we would test the unit and ship it out to the customer
We finally received our inventory to replace the unitCustomer unit was tested and performed wellWe have shipped the unit to the customerBelow is the tracking number
Tracking# XXXXXXXXXXXX via F
Tmax Digital does apologize for the delay for replacing the unit, but we have shipped out a replacement unit under our terms and conditions of the warrantyWe also willing to extend the warranty for an additional days after the unit is outside the warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/10) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our rebuttal towards the customers complaint
We have received a call from the customer about their tablet not workingSince
we were unable to fix the unit over the phone, we issued an authorization number to send it in for a warranty claimSince the customer only had the unit for a short time, our agent offered the customer a return label as a one time courtesyOur warranty policy is that the customer is responsible for shipping the unit to usCustomer can be referred to our website or manual about this policy
We have already submitted this request times to the email this customer providedWe also emailed the label to the email address on file with Revdex.comCustomer should receive a label from ***@fedex.com or ***@kewill.net
We are currently waiting on this tablet to be sent inOnce we receive it we will follow our terms and conditions of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say they sent two emails to me with the return infoIt took three calls to them until I finally got the infothis was on 7/2/I took the unit to fedex the same day and I received confirmation from fedex that the unit was delivered to them on 7/9/I hope it does not take long to get this resolved now that they have the tablet
Final Consumer Response /* (2000, 10, 2015/07/23) */
I received a tablet yesterday via FedEx Thank you for help, it is good to know that there is someone out there to assist the consumer, when things don't go right

Tmax Digital Inc has reviewed the complaint from the customer and below is our response towards this complaint:Customer purchased the tablet on 3/15/and reported a problem with the tablet that it was stuck on the boot up screenSince our agents was unable to fix the unit over the phone we had
the unit sent in to us for serviceCustomer shipped the unit to us and we service the unit under our terms and conditions of the warrantyAs a courtesy we provided a return label even though the customer is responsible for one way shipping chargeUnit was received on 6/10/and returned back to the customer on 6/18/Customer claims that problem occurred a again in a short time and unit was serviced each time under our terms and conditions of the warrantyThe last time we serviced the unit, we did replace the unit with the same model unitOur manufacture warranty is only for one year from the original date of purchaseCustomer purchased the unit on 3/15/in each the one year would end on 3/15/Every time the unit was serviced we followed our terms and conditions of the warranty. Our last time we serviced the unit was in December in which we did replace the unitOur last time we heard from this customer was the complaint from the Revdex.com in which the unit is almost a year outside the original warrantySince the customer is outside the warranty, we would only be willing to service the unit for a service fee of $Customer can contact us if they would like to process this request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Tmax Digital has reviewed the complaint from the customer and apologizes that it went to the Revdex.com for assistanceBelow is our response towards the complaint from the customer:Customer send in the tablet tablets for the issue that they were not chargingOne unit was serviced and shipped back to
the customer while the was received Physical Damage (Cracked Screen) One of the supervisors contact the customer to inform him of our findingCustomer agreed to the charges and provided us his credit card info to process this requestOnce we gathered the cc information, we did not charge the card due to the parts not availableWe do not charge anything until we have all necessary parts to fulfill the orderCustomer called us back to check the status on this orderWe advised the customer that due to the parts being on backordered in which this caused the delaySince the parts were now available, we submitted the request to our accounting department to fulfill the orderCustomer called us back about the charge of the amount to repair his unitAt this time he declined to have the unit repaired and requested a refund and have his unit repaired for freeWe did advise the customer once again that we would not charge him until the parts were availableCustomer was not happy with this and decided to decline the repairTmax Digital has already submitted to have the credit card charge to be reversedHere is the confirmation number for his reference that it was processedTransaction ID:
*** This was processed the same day as his request 9/8/It usually takes one business day to completeWe advised the customer that if we would like to have his unit serviced then he would need to pay for the serviceSince he declined the repair, we ask him to either provide us a prepaid return label or pay the shipping fee of $If he declined both options, Tmax Digital will recycle the unit on his behalf

Tmax Digital has reviewed the rebuttal from the customer about declining the decision of our offerBelow is the our response towards the rebuttal:As the pictures we submitted to the Revdex.com, it clearly shows that the unit was shipped insufficiently. Usually we so ask the customer to use the original box that the tablet came in or provide like packaging to assure it's not damaged during transit. Under our terms and conditions of the warranty it does state " TMAX Digital Incwill incur no liability
whatsoever to provide packaging for warranty itemsUpon receipt of the
warranty item, should it be determined that the packaging is
insufficient, or the unit failed by a non manufacture defect TMAX
Digital Inc may at its discretion, void the warranty." We are only following our terms and conditions of the warrantyTmax Digital is only to willing to offer the original offer of customer paying $for the service callUsually the cost for this damage is $plus shipping. Tmax Digital offer of $charge covers parts, labor and return shipping back to the customer in which is more than half of the service call

Tmax Digital has reviewed the complaint from the customer and below is our response towards the complaint:We received a call from the customer on January 10, that she was getting an error message on her Windows tablet and was unable to re-install the operating system. Numerous problems
could've cause this issue such as, Windows update crashing, viruses, or other programs installedOur agent was unable to fix over the phone and provided an authorization number to have it service under warrantyUnder our terms and conditions of warranty, customer is responsible for one way shipping of the unitWe will pay parts, labor and return shipping back to the customerIf there is physical damage or the unit has no manufacture defect we will contact the customer of our finding and provide alternate resolutionsSince it an error message with the operating system we don't know what the cause happened.Tmax Digital will only service the unit under our terms and conditions of the warrantyIf the unit is repairable we will repair the unit otherwise if we can't repair the unit than we will replace the unit under our warranty policyWe will not refund the purchase to the customerIf the customer is only looking for a refund, she would need to speak to the retailer where she purchased the unit from

Tmax Digital has reviewed the rebuttal from the customer. Below is our response towards the complaint:I spoke to the customer in regards to her problem with the tablet. On the initial call customer was not able to hear me. She stated that she had to put me on speaker phone to amplify the sound to hear me. Customer claims that she having multiple problems with the unit. Customer claims that the following problems:Unit USB cable to charge the unit is not fitting properly- Claims that she uses her phone charger to charge the unit 2nd customer claims that when she types on the tablet, that it double writes on the same line as what she previously typed. It occurs when she writes an email or just typing on the internet. I advised the customer that she could've shipped out a replacement AC adapter and USB cable to fix the charging problem. In regards to the typing issue I advised the customer that I would need to trouble-shoot the problem. Customer refused to performed any trouble-shooting and is just seeking a refund. Tmax Digital will not be refunding the purchase of her unit. We will only service the unit under our terms and conditions of the warranty.  During the conversation with the customer, I advised her that I'm willing to have the unit inspected by us for service. Since our warranty does not cover the transportation cost for the customer to send in the unit, I've made a one time exception to cover the cost of shipping. Customer agreed. Since this is the only unit to access the internet, we will mail out a return label to have the unit sent in for inspection. Customer is aware that she is responsible for properly packing the unit to have the unit sent in to us. Customer have agreed to have the unit serviced under our terms and conditions of the warranty.