TMAX Digital, Inc.

Initial Business Response /* (1000, 5, 2015/11/13) */
Tmax Digital Inc has reviewed the complaint from the customer and would like to apologized for the inconvenience this has caused. Below is our response towards the complaint:
Tmax Digital does show that the unit was returned 3 times for...

freezing on the NuVision splash screen. We are not sure what caused the problem. Each time the customer sent it in we reflash the software, tested the unit and shipped it back. Each time we have serviced the unit under our warranty policy.
Tmax Digital has repaired the unit by replacing the mainboard, and upgrading the operating system to 5.0 Lollipop. As long as the customer uses the same GMAIL account, his apps will still be there. We will not be refunding any cost from the customer. We have followed our terms and conditions of the warranty. Customer unit has been shipped back to him on 11/12/15.

Initial Business Response /* (1000, 5, 2016/07/12) */
Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.com. Below is our rebuttal towards the complaint.
Customer called in stating that the tablet would not come on. After our agent tried to...

trouble-shoot the problem it was indicated that the problem could be from either the bad charger or the tablet. Our agent informed the customer our warranty policy. Tmax Digital terms and conditions of our warranty is that the customer is responsible for one way shipping of her tablet. We would cover parts, labor and return shipping. Customer did not agree about our policy to pay for the shipping. Usually as a one time courtesy within 90 days we would cover both ways shipping depending on the problem with the product.
Tmax Digital contacted the customer back to see what exactly is the problem with the tablet. Customer claims that the unit does not turn on but when plugged in with a AC adapter, the red light shows. Customer proactively thinks its something with the AC adapter and request for us to ship one out.
Instead of having the unit inspects, Tmax Digital has decided to have an AC adapter shipped out to the customer. Below is the tracking number for your reference:
Tracking # XXXXXXXXXXXXXXXXXXXXXX via USPS.
If the problem still persist, we ask the customer to follow our terms and conditions of the warranty, We would be more than willing to assist the customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/11) */
Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.com. Below is our rebuttal towards the complaint:
Customer called us reporting a problem charging the tablet. When our agent tried to trouble...

shoot the problem and asked customer probing questions to find a resolution it was determined by the agent from what the customer described that the USB port on the tablet could be physically damaged in which is not covered under the manufacture warranty. Our agent inform the customer the cost of the repair. Customer did not like the agent answer and hung up.
We did attempt to contact the customer about this. We are willing to have the unit inspected by our service team. Customer would need to follow our terms and conditions of the warranty where she would be responsible for one way shipping. Once we receive the unit, and it shows that it has a manufacture defect, we will service the unit under our terms and conditions of the warranty policy. If not then we would contact the customer and inform her of our finding and provide an alternate resolutions.

Initial Business Response /* (1000, 5, 2016/07/15) */
Tmax Digital Inc has reviewed the complaint from the customer. Below is our response towards the complaint:
Customer did send in the unit 3 times for service. On all the 3 times the unit was sent in, we followed our terms and conditions of...

the warranty. First time the unit was sent in the customer stated that the unit was stuck on the boot up screen. We reprogrammed the unit, test it with our test account and reset the unit and shipped it across. Second time the customer reported that the unit would turn itself off. When we received the unit we replaced the mainboard and reloaded the software onto the tablet. Third time the unit came in we provided a return label when the customer reported that the Android Error message kept appearing. Customer sent in the unit for service and we reprogrammed the unit. Customer is reporting that the tablet is giving out Android error messages. We provided a return label to see whats the problem with tablet.
Based off the information the customer provided the customer is outside the manufacture warranty. It only comes with a one year manufacture warranty. We are still offering assistance for this problem including providing a return label for this service call.
We will not provide any refunds towards the purchase on this unit. Only thing we will offer is since the customer has sent in the unit to us for service, if we can duplicate the problem the customer has, we will replace the unit with a different model. It would be the same specification as the model she has. Tmax Digital is following our terms and conditions of the warranty. Customer can refer to our website on our terms and conditions of the warranty policy.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First let me start by saying, "Shame on them" for not calling me again as requested for the fourth time, they already sent the tablet back 1 1/2 days after you sent me their response on 7/18/2016. Today 7/26/2016 FedEx left me notification they were here today, couldn't leave package for it has to be signed for in person, so I will have to wait home all day tomorrow for redelivery. I had no choice with TMax, they already made up their mind. Also, this repair was within the 1 year manufacturer warranty the first time, it's not my fault it took them four times to try and fix my tablet. Hopefully, they do the right thing this time. They never addressed why I had someone else's pictures on my tablet and why someone else's name was linked to my tablet. That's when they put me on hold and came back saying that they would give me a prepaid return receipt. I'm glad that they told you why my tablet was not functioning properly the first and third time, since no one from TMax would give me an answer when I asked or a return phone call. Thank you Revdex.com. Time will tell the outcome.
Final Business Response /* (4000, 9, 2016/08/01) */
Tmax Digital Inc has reviewed the rebuttal from the customer. Below is our response to the customer:
Tmax Digital has followed it terms and conditions of the warranty. We were able to repair the tablet. We change out the mainboard and upgrading the software to 5.0 Lollipop.
Not sure about the other pictures on the customer tablet the previously but it could have been on the board we replaced the unit with. We are looking into this. We do apologize that this went to the Revdex.com but we are following our terms and conditions of the warranty. Customer can refer to our website (www.nuvision.com) about our service policy.