TMAX Digital, Inc.

Revdex.com:I will send tablet back to them for service repairs.

Tmax Digital has reviewed the complaint from the customer and would like to apologize for the inconvenience it caused. Below is our response towards the complaint:Customer contacted us and reported an issue with the flickering screen on her TM101W535L. Our agents tried to fix it over the phone and...

was unable to so we issued an authorization number to send in the unit. Customer sent in the unit for service.  Once we received the unit our service tech was unable to repair the unit and submitted it to have it replaced.  During this time and due to the holidays are replacement units were on back order. We do apologize that our agents were not providing the correct information when customer called in. Tmax Digital has already replaced the customer tablet with a TM101W545L and have shipped the unit on 1/25/17 following our terms and conditions of the warranty. We will not refund the customer for this purchase. Only thing we will do would be servicing the customer unit under our terms and conditions of the warranty. If she needs other assistance, she can contact us at ###-###-####. This is an alternate number for assistance instead of be handled by our call center. This line is open Monday through Friday from 8:30am to 5:30pm PST. We also have Chat and email support as well.

Initial Business Response /* (1000, 5, 2016/05/18) */
Tmax Digital inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has caused. Below is our rebuttal towards the complaint:
Customer claims that we have send her two wrong AC adapters and the...

ones she have does not fit the tablet.
Since she claims that the AC Adapters are incorrect, we ask the customer to send in her tablet along with the accessories to us to confirm that we sent the wrong AC adapters. Customer unit is outside the warranty parameters in which we are making a one time exception to have the unit sent in for warranty service. We want to make sure that the charging port on her tablet is working properly.
We have extended a one time service call to the customer about her tablet. All we are asking is to follow our terms and conditions of the warranty in which she would be responsible for one way shipping. Customer is aware that she is outside our warranty parameters but Tmax Digital is still willing to make an exception and service her unit.

Tmax Digital has reviewed the rebuttal from the customer and below is our response:Our records show that we did replace the unit the last time he sent it in. If the customer is claiming that he received the same unit is that we may not have the correct color of his unit in which we replaced the unit but kept the back cover (to match the unit he purchased). All the time the customer sent in the unit we followed our terms and conditions of the warranty. The last time we serviced the unit was in 12/29/15 in which we replaced his unit. Now the only time we heard back from the customer was only the complaint he filed with the Revdex.com. It was over a year since we heard from the customer so we can only assume that the replacement unit was in working order all this time. Tmax Digital has followed our terms and conditions of the warranty. Customer can still have us service the unit for a service fee. Cost of the repair would be $40.00. If the customer wants the unit service he can contact us for an authorization number to have it sent in.

Initial Business Response /* (1000, 5, 2016/06/17) */
Tmax Digital has reviewed the complaint from the customer. Below is our rebuttal towards the complaint.
Customer send in the tablet for service to report that the tablet headphone jack was not working, and screen flickers. When the unit came...

in to us, we found no defects. Customer received the unit back and reported the same problem. We provided a return label to have the unit re-inspected. When the unit came in the unit came in with physical damage (Crack Screen). Our warranty does not cover physical damage. Customer used only a bubble wrap envelope to ship in the unit to us which was improperly package. We did offer alternative options for service in which the customer refused.
Under our terms and conditions of the warranty, it does not cover physical damage. Customer can clearly see our warranty policy through our website www.nuvision.com.
Our records show that the customer last called on september 2015 and was advised to other all her service options. Customer was also aware that if we didn't hear anything after 45 days of the last call, we would assume its abandoned and will recycle the unit on her behalf.
Tmax Digital Inc will only follow our terms and conditions of the warranty. Since the unit almost over a year since we heard from her via Revdex.com, customer can purchase a replacement unit at the cost of $60.00 which is equivalent to a service repair.

Initial Business Response /* (1000, 5, 2016/07/18) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has caused. Below is our response towards the complaint:
Tmax Digital has service this customer multiple times but all services has been performed...

within our warranty guidelines. Customer claiming that the tablet stays stuck on boot up screen in which the tablet no longer functions. Not sure what apps were downloaded to the tablet, but each time we serviced the unit by updating the software.
From our understanding with the complaint, customer may feel that she is out of warranty and looking for assistance.
Tmax Digital still would like to have the unit serviced under our warranty. If the unit does come back with the same issue,and we can duplicate the issue, we would be willing to replace the unit with a TM785A520L. We will also provide a return label to have the unit inspected.
We have emailed a return label and issued an RMA. The RMA # [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a return label, once again and on July 19th have again returned it to them requesting again for a replacement. I am hoping I will get a new one back this time and that this one will not get stuck or I won't have to reboot numerous times. In either case I will let you know. However, I will not get the tablet back for three weeks. However, after I receive it, it works for several weeks and than breaks down again. I am hoping it doesn't happen in the next one I receive.

Initial Business Response /* (1000, 5, 2015/12/28) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has caused. Below is our rebuttal towards the complaint.
Tmax Digital shows that the customer sent in the tablet to us twice...

already stating that the unit was frozen on the splash screen. Both times the unit has been repaired under our terms and conditions of the warranty. Customer claims that she received the unit on 10/17/15 and failed again on 11/7/15. Customer reported the problem to us on 12/11/15 in which our agent tried to fix it over the phone. Since our agent was unable to fix over the phone the resolution was to have the unit sent back to us. Customer was told to pay for sending it in as per our terms and conditions of the warranty. Customer declined to pay for the shipping.
Tmax Digital agreed to pay for the return shipping to have the unit inspected. We provided the customer an authorization number for the warranty claim is RAXXXXXXW-TX and already emailed a prepaid return label. Once we receive the unit and determine the problem, we will be replacing the mainboard and upgrading the IOS from 4.4 Kitkat to 5.0 Lollipop. Only thing that would be the same would be the color of the tablet.
Tmax Digital is following our terms and conditions of the warranty in which we are repairing the unit. If the unit is deemed un-repairable, we will replace the unit with either a refurbish model or new model whichever is available.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OMG! They are such liars!!!! I have just sent the tablet back for the 4th time!!! Not the second!! I have every copy of Fedex when it was shipped back to them and when I received it back!!! Every single one! I am sick to death of dealing with these people! This situation will not be resolved in this manner I can see. There are literally thousands of complaints about this company and this product on the internet for the exact same issues! And as usual they give the same response and lie about the issue. I guarantee I will get my tablet back and within a week to a month the same problems will happen again!!! This product was never abused in any way...as they tried to accuse during my last call to them! I am sick to death of dealing with them! Their own people told me it was defective! They just keep dragging it out until the one year warranty is up in March! Meanwhile they've made millions selling defective garbage to unsuspecting people! This is Wrong! Then to top it off due to them getting so many complaints...they conveniently change their warranty so they do not have to honor it. They also have the nerve to make customers look like liars by saying they only sent the product back two times....when their warranty Clearly states after the third repair it will be replaced!!! I am absolutely Appauled that any company can get away with such actions!!! Something needs to be done....Now! They are nothing but CROOKS!!! I STRONGLY SUGGEST THIS COMPANY BE INVESTIGATED!!! SURELY SOMEONE OUT THERE CAN DO SOMETHING SO THAT THIS DOESNT HAPPEN TO ANYONE ELSE!!! THIS WHOLE EXPERIENCE HAS BEEN HURENDOUS!!! I want my money refunded for this defective product!! That is my right as a CONSUMER! THEY THINK I will wear down...but rest assured...I WILL NOT!!! I WILL HOWEVER MAKE SURE AS MANY PEOPLE AS I CAN MAKE AWARE OF THIS COMPANY'S DIRTY DEALINGS AND DEFECTIVE PRODUCTS....I WILL INDEED!!!!
Final Consumer Response /* (4200, 15, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So now...after the fourth complete crash, they are trying to say that it could have been due to , spyware,malware or virus? Once again....spinning their web. They are just grasping...instead of admitting the truth to the public!!!!! I have the same security on my tablet as I do on my other devices and not one of those has EVER crashed!!!??? And to top it off...conveniently they cannot say for sure what caused these crashes....due to the System crashing? Seriously? Do you even read the lies you write? The whole thing goes back to the fact that I purchased this tablet from you on March 8th of 2015. Within the first two months...every app that came with my tablet..began to systematically crash...including your droid bots. YOUR APPS...HAS NOTHING TO DO WITH OTHER APPS!!!! THESE ARE YOUR APPS!!! Your Droid bots that make up your system!!!! IN LESS THAN TWO MONTHS....of owning this tablet it completely crashed!!! Your own customer service told me..the very first call I made...that yes it Was a defective product!!!! It should not systematically crash! This product could not do what it is supposed to do!!!! The other problem that was never taken care of is that the charger over heats gets extremely hot as well as making the tablet too hot to hold! This problem was brought to your attention on the very first CS call but never addressed!!! Why is that???? As far as your Warranty terms listed on the website.....you conveniently changed the wording to accommodate all of the complaints against your company! When I first purchase this product in March....no where did it say the unit would be fixed or replaced with REFURBISHED PARTS.....NO WHERE!!!! YOU CONVENIENTLY CHANGED THE WORDING A FEW MONTHS AGO!!!! WHO WOULD BUY A PRODUCT WITH A ONE YEAR warranty that days that. It also did not state that in the warranty book that originally came with my tablet!!!! You say you have updated my tablet with lollipop? I highly doubt you have resolved the existing problem! How would I know what is in my tablet when I get it back!!!! The fact remains....I purchased a DEFECTIVE product from your company....and you know they are defective. I as the consumer have the right to a refund!!!! A REFUND NOT A CONTINUOUS RUN AROUND!!!! You say you sent my tablet back and gave a tracking number....it had been a week and I have yet to hear from FEDEX! ANOTHER RUN AROUND???? PROBABLY!!!! As far as you ever so graciously extending the one year warranty for the extra 90 days.....I do not believe you would honor that either!!! Perhaps just trying to save face. I WILL NOT PAY TO SHIP YOUR DEFECTIVE PRODUCT BACK TO YOUR WAREHOUSE TO BE REPAIRED!!! NOT EVER!!! YOU SHOULD HAVE JUST REPLACED THIS DEFECTIVE TABLET FROM THE BEGINNING!!!! YOU KNOWINGLY MAKE AND SELL DEFECTIVE PRODUCTS AND THEN DUMP THEM OFF ON UNSUSPECTING CONSUMERS. THIS MUST STOP!!!! VERY DISGUSTED!!!!!!! I HOPE THIS COMPANY WILL NE INVESTIGATED!!! I STRONGLY URGE THE Revdex.com TO SET SUCH AN INVESTIGATION INTO MOTION!!! OBVIOUSLY THE Revdex.com HAD ONLY LIMITED ABILITIES TO MAKE AN IMPACT ON COMPANIES...BUT I AM CONFIDANT YOU KNOW OF THE RIGHT PEOPLE TO DO MORE!!!! THIS MUST STOP!!!!
Final Business Response /* (4000, 18, 2016/01/20) */
Tmax Digital Inc has reviewed the rebuttal from the customer. Below is our response towards the customer complaint.:
We have already followed our terms and conditions of the warranty and serviced the unit. We replaced the unit along with upgrading the IOS along with extending the original warranty for additional 90 days. In the warranty policy, it states "TMAX Digital Inc. warrants this product against defects in material or workmanship for a period of one (1) year from the date of which starts with the date of original purchase ("Limited Warranty period"), at its own option either (a) repair your product with new or refurbished parts, or (b) replace it with a new or a refurbished product." This is stated on our website and along with the Quick Start guide that comes with the tablet.
Customer is still seeking a refund, then she would need to speak to the retailer where she purchased the unit. Tmax Digital is only willing to service the unit under warranty. We do apologize that the customer does not agree with our service policy but we have honored and serviced the unit under our terms and conditions of the warranty.

Initial Business Response /* (1000, 5, 2016/04/01) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has caused. Below is our rebuttal towards the customer's complaint.
Tmax Digital has already provided the customer an authorization number to...

send in the tablet to us for service. The authorization number is RAXXXXXXW-TX. We even provided the customer a return label to send back the unit to us. All the times the customer sent in the unit we have followed our terms and conditions of the warranty. Even with the current unit coming in to us, we will follow our terms and conditions of the warranty. Even though the unit may arrive after the warranty period we will still service the unit as long as she doesn't wait the 45 days after the initial authorization number was provided.
Since this is the 4th time coming in for service, we are willing to do the following once we can confirm the problem with her unit:
1)Change the Mainboard and Upgrade the software from 4.4 Kitkat to 5.0 Lollipop.
2) Replace the unit with our TM785A520L model tablet.
Tmax Digital Inc is following our terms and conditions of the warranty.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would appreciate what ever that can be done so the problems won't continue. I have shipped the tablet back to TMAX on Thursday april 7, 2016.

Initial Business Response /* (1000, 5, 2015/08/25) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologize for the inconvenience this has caused. After carefully review below is our rebuttal towards the complaint:
Customer contact us to report that the tablet...

will not charge. After our agent tried to troubleshoot the issue, it was determined that the unit would need to be sent in for inspection for warranty service. Customer was issued an RMA number (RAXXXXXXW-TX).
Unit was sent in on 8/10/15. On 8/12/15 we let a voicemail to the customer to call us back to discuss our finding. The customer unit USB port was pushed in where the middle pin to connect the USB cable was pushed in and breaking the casing on the unit. This is not a manufacture defect in which we voided the customer warranty. We offered the following service options to the customer:
1) service fee of $50.00
2) Customer can pay to have tablet returned
3) Tmax Digital will recycle the unit.
Tmax Digital is following our terms and conditions of our warranty policy. We do apologize that the customer is not happy about this incident but we are willing to service the unit for a fee. If the customer purchased an extended warranty she can have them service the unit for her. Tmax Digital will only follow our warranty policy to have the unit serviced.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did everything to insure safety of this product and did nothing wrong. I have used cell phones (charges) for over 20 yrs and I have NEVER had an issue before/ I believe it was a defect and they should fix it. I dont feel I owe them ANOTHER $50 to repair it.
Final Business Response /* (4000, 26, 2015/10/30) */
Tmax Digital Inc has reviewed the rebuttal from the customer. We are basing our decision on the inspection we performed on the customer tablet. Since we voided the customer warranty, and offered alternative service in which customer declined. We will not be providing any refunds to the customer as her warranty is voided due to the physical damage. If the customer is looking for a refund, Customer can either pay for returning shipment of $15.00 to ship the unit "AS IS" or provide us a return label to send back the unit to the customer. She can then ask the retailer to see if there willing to refund the purchase.
Tmax Digital Inc is following our terms and conditions of our warranty. She can refer to our website www.nuvision.com to see the details.
Final Consumer Response /* (4200, 28, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The store where I purchased it will not refund my money. The product I bought from TMAX was defective. I did nothing to damage it physically like they are saying. When you have to keep something plugged in all the time or it shuts off that tells me that something is wrong and that it the way it was from the beginning. I used it the way that I use all of my electronic devices...with lots of care. As stated before I did not even use the tablet until I received the protective equipment I purchased to keep it safe so I could use it for years to come. I am still requesting TMAX to refund me $86.25 since their product was defective and a "lemon."

Initial Business Response /* (1000, 5, 2016/05/27) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologized that the complaint came to the Revdex.com. Below is our rebuttal towards the complaint.
Customer did contact us to report that the tablet is frozen on the...

Nuvision screen. After our agent tried to fix the unit over the phone, they were unsuccessful in which we would need to send in the unit for service. Upon the agent asking the customer for the receipt the customer stated that the unit was a gift. Our agent did inform the customer the warranty policy that we would need a copy of the sales receipt to validate his warranty. We also provide the customer out of warranty service cost.
Customer can see our warranty policy on our website www.nuvision.com. Based off the serial number of his tablet, it shows that the unit is over a year old.
Tmax Digital will service the unit as a one time courtesy. Customer will need to pay for shipping the unit to us. We will only cover parts, labor and return shipping. Customer would need to provide us a copy of the sales receipt to validate the one year if needed additional service.
Authorization number is [redacted] Customer can send in the unit.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the reasonable response from the business as fair, except for the part stating the tablet is over a year old based on the serial number and therefore out of warranty. Yes, the tablet may have been manufactured over a year ago, but the individual who purchased the tablet as a Christmas gift for me bought it as a Black Friday deal November 2015 and mailed it to me in December 2015. The tablet was purchased at the Army Air Force Exchange Service (AAFES) at Mountain Home Air Force Base, Mountain Home Idaho. This would put my tablet well within the 1-Year Warranty based on an approximate purchase date of November 26th thru the 29th 2015. The companies inventory and shipping records should confirm this. Maybe the statement printed on the tablets box "1-Year Limited Warranty (See Details Inside)" should be changed to read "1-Year Limited Warranty with Original Sales Receipt (See Details Inside)" since many companies honor warranty work without a sales receipt. I thank the business for their timely and fair response.

Apex Digital Inc has reviewed the complaint and would like to advise both the Revdex.com and the consumer that the complaint would need to go to Tmax Digital Inc. Apex Digital Inc is only manufacturing Solar LED lighting under the XEPA TECHNOLOGIES name. Any Apex Digital or Nuvision tablet Complaint would...

need to be submitted to Tmax Digital Inc. Apex Digital Inc will forward the request to Tmax Digital Inc.  Tmax Digital inc only handles customer support/ Warranty, RMA for Apex Digital Inc

Initial Business Response /* (1000, 5, 2016/06/21) */
Tmax Digital Inc has reviewed the complaint from the customer in regards to her products. Below is our rebuttal towards the complaint.
Customer called in reporting that the first time the unit was having a problem with the software. We...

attempted to repair over the phone but was unsuccessful. Customer sent in the unit under warranty. What we did repair the unit was reflashing the software. Customer then reported that the tablet was not charging. Unit was sent in again for this. On the 2nd repair we replaced the USB port on the tablet. Customer then reported that the unit was not charging again. We retested the unit and found that the USB port was damaged but since this was a third time, we repaired the unit under warranty. Customer then reported to us that screen was frozen on the boot up screen. We had the unit sent in to have the software reflashed. Now the customer claiming that the screen is flickering and customer is seeking a refund.
Tmax Digital has followed our terms and conditions of the warranty. We will not provide any refunds. We have provided the customer return labels to have the unit sent in to us. Even though the customer is outside the warranty parameters, we are making an exception on servicing the unit under warranty.
Currently we have emailed the return label to the customer to have the unit send in for service. Once we receive the unit,we will follow our warranty policy. If the unit is unrepairable, we will replace the unit.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the end of May 2016 I got the tablet from repair fourth time and I wasn't able to turn it on.It still did not work. I called them up again and had to go through to the same procedure which is to get the ticket # and then pack the tablet and bring to the nearest FedEx and then wait again up to four weeks until it will come from repair. Since March 2015 when I purchased this tablet I just obtain the tickets numbers and sent it to repair. So far it happened already five times. I think that it obvious that this device is defected and on my request to replace by new one NuVision refused it.
I haven't had a chance to enjoy the tablet or use it on the way supposed to. Most of the time is under repair and still doesn't function properly.
What kind of company NuVision is? I thought that customer satisfaction and quality of company's service and products they provide are important aspekts of any authentic company who value it's reputation. However, it doesn't refer to NuVision. I haven't seen a company like NuVision.
On my request to replace the tablet they refused;
on my request to refund they refused.
The product the sell is not working and I don't understand why I cannot get the refund. In this case I do not want replace and I want only refund.
As a customer I have some rights and why I'm not allowed to get refund for the product which does not work at all.
I got tired to argue with the company all the time and I offered to them to replace with a new one and they said that this is impossible and if so then it will be just a used one. It seems that NuVision does not follow the rules and the law.
Sincerely.
[redacted].

Final Business Response /* (4000, 9, 2016/07/08) */
Tmax Digital Inc has reviewed the rebuttal from the customer. Below is are response towards the complaint:
We have issued a ticket for this unit and provided a return label to send back the unit for us to inspect to confirm the customer problem. Once we confirm the issue we would follow our terms and conditions of the warranty. All previous repairs that was performed was followed by our warranty policy.
Tmax Digital will not issue a refund to the customer. Customer unit is currently outside the manufacture warranty in which we are still making an exception on servicing the unit. Once we receive the customer unit,and confirm the problem, we be willing to replace the unit with a different model (TM785A520L) which is the same size model and specification are the same.
As of this time, we have not received the customer unit to inspect it.

Initial Business Response /* (1000, 5, 2016/04/29) */
Tmax Digital Inc has reviewed the complaint and would like to apologize that the complaint came to the Revdex.com. Below is our rebuttal to the customer complaint:
Customer called us to report that her tablet is not charging properly. After our...

agent tried to assist the customer over the phone, it was determined to have the unit send to us for service. We did generate an authorization number (RMA). Usually the customer would need to pay for the shipping charge to have the unit inspected and service but due to the Date of purchase, we offered the customer a return label as a one time courtesy.
Upon receiving the tablet in our warehouse, it was received physical damage (Cracked Screen). Physical damage is not covered under the manufacture warranty. Customer only used bubble mailer with not enough packing material to protect the tablet. We had one of our supervisors call the customer and inform her of our finding. We offered the following service:
1)paid for the repair of $40.00
2)paid to have the unit returned "AS IS" or provide us a prepaid return label.
3)We would recycle the unit.
Customer called us back and elected to pay to the unit repaired. We have charged the customer and repaired the unit and shipped it back to her.
On April 22 customer called us back about having issues connecting the tablet to her WIFI. We were able to assist the customer and have the tablet connected to her WIFI.
Tmax Digital will not refund the service charge. We have followed our terms and conditions of our warranty.

Initial Business Response /* (1000, 5, 2015/10/30) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologized for the inconvenience this has caused. Below is our rebuttal towards the complaint:
Tmax Digital received an email from the customer claiming to have...

issues with her tablet. It was decided that the customer would need to send in the unit for service and require to submit a copy of the sales receipt to validate the warranty. Upon receiving the copy of the receipt it shows that the unit was purchased from EBAY. This retailer is not an authorized retailer of our thus informing the customer and voiding the warranty on her tablet. On our website it does state "This warranty is effective only if the product was purchased through an Authorized Retail Seller and the unit is operated in North America." This customer purchased a unit on EBAY in which we don't know how they received the tablet or performed any modification on it. We referred the customer to the seller so the seller can provide warranty service on her tablet.
Tmax Digital is only willing to service the unit for a fee. Determining the cause of the problem the service charge can be up to $100.00 for service. We will not extend any warranty service on this item purchased from EBAY. Customer can go to the warranty policy from our website.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No going to put more money into a poorly made brand, I visited the website read about warranty there is no words stating ebay is not a authorized reseller, ebay is not the reseller people sales things on ebay. Still I dont see why where it was bought have to do with a customer with a reciept for a product that warranty from what I read says have proof of purchase of their product. Your product that has a defect. I purchased brand new sealed ,and now I wish to GOD I DIDNT CHOOSE THIS BRAND TABLET FOR CHRISTMAS PRESENT BECAUSE U GUYS ARE WRONG!!! STAIGHT CRIMINALS!
Final Business Response /* (4000, 9, 2015/11/03) */
Tmax Digital has reviewed the rebuttal from the customer. Customer unit was sold to only HSN or Staples.com.(Refurbish model). We never sold this model outside of any other retailer. Customer claims that the unit is new but not sure how they received it.
We will only be willing to service the unit for a fee. We will not cover the unit under warranty due to the unit not purchased from an Authorized retailer.
Final Consumer Response /* (4200, 11, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your tablets are garbage im not paying a fee for your warranty you dont stand behind your own product in this case. We're throwing these pieces of [redacted] in the trash, [redacted] your product, I influence lots of people to buy products I buy, but I definitely im going to let them know not to buy this brand .tmax, nuvision [redacted]!

Initial Business Response /* (1000, 5, 2016/01/15) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has caused. Below is our rebuttal towards the customer complaint:
Tmax Digital Inc did receive a phone call from the customer stating that she...

upgraded the tablet to Windows 10 and now its having issues. Since we were unable to fix the unit over the phone, it was recommend to have the unit sent in to us. We provided an authorization number as RAXXXXXXW-TX.
Even though our warranty states that the customer is responsible for shipping the unit we have emailed the return label 3 times to the customer already to email address [redacted]@aol.com
Customer claims that they have not received the label from us. Not sure if her Spam Filters is blocking her from getting the email or not.
Tmax Digital will not refund the customer. We will only be willing to service the unit under our terms and conditions of the warranty. Keep in mind that the tablet came with Window 8.1 and not Windows 10. It was at her discretion to upgrade the operating system to Windows 10 but we will still service the unit under warranty. Tmax Digital will uses a different email address to resend out a return label so the customer can send the unit for service

Tmax Digital has reviewed the complaint from the customer and below is our response towards the complaint:Customer called us on 9/26/stating that the touch screen is not respondingAgent tried to assist the customer but she could not understand the agent and disconnected the callShe called
again on 9/26/stating that the keyboard is not respondingOur agent asked the customer to undock the keyboard and dock it backDuring the troubleshooting customer disconnected the phone callWe received a third call from the customer on 10/3/and customer informed the agent that she could not understand him thus the agent transferring the call to one of the floor supervisorsWhen she was on a call with a supervisor she still did not want to be assisted and stated she will file a complaintTmax Digital did try to assist this customer with her tablet but she did not understand or allow us to provide assistanceOn 10/14/we had one another Supervisor [redacted] contact the customer to provide assistance
she started saying that she is
unable to use the tablet and told various issues about the tablet (Not turning
on/not charging/Type over automatically turns off/ cannot get out of a page
which she is currently in)This customer just did not know how to use her
windows tablet
I went ahead and assisted the
customer in restarting the tablet and made her connect to the internet and made
her browse Google and typed in Nuvision and she was able to see the search
optionsAlso, she never got any type over issues while typingI advised the
customer that she would need to play around with the tablet to get to know it
I also advised the customer in
case you have any issues with the tablet call and ask for meCustomer agreed

Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has caused. Below is our response towards the complaint:Customer reported that the tablet would not turn on. Our agent trouble-shoot the problem and was unable to fix over the phone. We generated an...

authorization number to have the unit sent in for service. Customer was advised of our warranty policy that he would be responsible for one way shipping to have the unit sent in. From the understanding from the call the customer agreed to our terms and conditions of the warranty. After receiving the Revdex.com complaint, Tmax Digital Inc will email a return label to the customer to have the unit sent in for service. If the customer has already ship in the unit prior to receiving the return label, then we will only follow our terms and conditions of the warranty.

Initial Business Response /* (1000, 5, 2015/09/03) */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has caused the customer. Below is our rebuttal towards this customers complaint:
Customer send in the unit twice to us due to the unit freezing on...

the NuVision logo. We have been able to repair the unit both times by reloading the operating system back into the tablet. We do test the unit using our test account,and then we reset the unit to factory setting prior to us shipping the unit back to the customer. So we are not sure if the problems is related to any of the apps customer downloading from either the GOOGLEPLAY Store or any open sources.
Prior to this complaint we didn't know that the unit was having a problem for the third time. Our records show that the customer called us again on 9/2/15 and reported the problem. We received the complaint on 8/27/15.
We have already issued a return label to have the unit returned to us for warranty service. Once we receive the unit we will follow our warranty policy and service the unit again. Tmax Digital is following it terms and conditions of our warranty policy. Since this is the third time servicing the unit, if we can duplicate the problem the customer is having, we will replace the unit under our terms and conditions of the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept it because, when I called and explained the problem for the third time, I spoke to a man he said his name was [redacted] and he stated that the company do not issue new tablets. The only thing the company is doing is resetting it back to the manufactory setting. This company is just going to keep having me send the tablet back until the warrant runs out on I think March or April of 2016, then there are going to tell me there is nothing else they can do because it expired. So that is why I said no.
Final Business Response /* (4000, 9, 2015/09/09) */
Tmax Digital has reviewed the rebuttal from the customer. Below is our response to the customer rebuttal.
Tmax Digital has already issued a return label to send in the unit back to us for service for the third time. Since this his the third time the unit is being sent in, if we are able to duplicate the problem when the unit arrives, we will replace the unit under our terms and conditions of the warranty.

Initial Business Response /* (1000, 5, 2015/06/18) */
Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenienced this has caused. Below is our rebuttal towards the complaint:
Customer send in the tablet on 4/28/15 for the tablet not holding a charged. We were...

able to repair the tablet and shipped it on back on 5/6/15. After the repaired tablet was returned customer called in again claiming that the unit does not charge. Our agent attempted to fix over the phone and was unable to do so. So because the unit was repaired by us, we offered a return label to send back the unit to us.
We have emailed the customer the return label to her twice using our service carrier Fed-Ex. The return label would've came by [redacted]@kewill.net or from [redacted]@fedex.com. The label appeared to have gone through with no issues so we only assumed that she received it.
Tmax Digital resubmitted the return label to have the tablet serviced. Customer can send in the tablet again for service. We will follow our warranty policy to service the unit.
Tmax Digital will only service the unit through our warranty policy and not refund the customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: They are lying about replacing the tablet it has the same Serial # now as it had when I bought it ....  the same serial # as I recorded it when I sent it in the first time ( TSN [redacted]752502125 ) also the last time I sent it in it was not returned until  mid February and my warranty ran out on the 4th of march This tablet was returned many times every time they said that they would fix it and it never worked for more than a couple of hours twice it would only turn on and show the start up screen and thats all that it would do!   Also it was new and by the last time it was returned, it was all scratched up and still didn't work ... I spent a whole year of my life arguing with the people in customer service and being walked thru factory resets and waiting weeks for shipping labels and waiting months to be returned to me only to find out that they returned the same tablet and it still didn't work!!!  I DID THIS FOR A WHOLE YEAR AND THEY RETURNED THE SAME TABLET AND IT DIDN'T EVEN WORK LONG ENOUGH TO LOAD IT UP OR USE IT ! Including the original time I received my tablet and the 4 or 5 times that I  sent the tablet in I think any reputable business would of just replace the tablet! I still can not believe that they screwed around for a full year! and left me with a broken tablet!