Initial Business Response / [redacted] (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 causedBelow is our response towards the complaint: Tmax Digital does show that the unit was returned times for freezing on the NuVision splash screenWe are not sure what caused the problemEach time the customer sent it in we reflash the software, tested the unit and shipped it backEach 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 LollipopAs long as the customer uses the same GMAIL account, his apps will still be thereWe will not be refunding any cost from the customerWe have followed our terms and conditions of the warrantyCustomer unit has been shipped back to him on 11/12/
Initial Business Response / [redacted] (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 causedAfter carefully review below is our rebuttal towards the complaint: Customer contact us to report that the tablet will not chargeAfter our agent tried to troubleshoot the issue, it was determined that the unit would need to be sent in for inspection for warranty serviceCustomer was issued an RMA number (RAXXXXXXW-TX) Unit was sent in on 8/10/On 8/12/we let a voicemail to the customer to call us back to discuss our findingThe 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 unitThis is not a manufacture defect in which we voided the customer warrantyWe offered the following service options to the customer: 1) service fee of $ 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 policyWe do apologize that the customer is not happy about this incident but we are willing to service the unit for a feeIf the customer purchased an extended warranty she can have them service the unit for herTmax Digital will only follow our warranty policy to have the unit serviced Initial Consumer Rebuttal / [redacted] (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 wrongI have used cell phones (charges) for over yrs and I have NEVER had an issue before/ I believe it was a defect and they should fix itI dont feel I owe them ANOTHER $to repair it Final Business Response / [redacted] (4000, 26, 2015/10/30) */ Tmax Digital Inc has reviewed the rebuttal from the customerWe are basing our decision on the inspection we performed on the customer tabletSince we voided the customer warranty, and offered alternative service in which customer declinedWe will not be providing any refunds to the customer as her warranty is voided due to the physical damageIf the customer is looking for a refund, Customer can either pay for returning shipment of $to ship the unit "AS IS" or provide us a return label to send back the unit to the customerShe 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 warrantyShe can refer to our website www.nuvision.com to see the details Final Consumer Response / [redacted] (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 moneyThe product I bought from TMAX was defectiveI did nothing to damage it physically like they are sayingWhen 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 beginningI used it the way that I use all of my electronic devices...with lots of careAs 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 comeI am still requesting TMAX to refund me $since their product was defective and a "lemon."
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 / [redacted] Style Definitions */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our response towards the complaint:Customer reported that the tablet would not turn onOur agent trouble-shoot the problem and was unable to fix over the phoneWe generated an authorization number to have the unit sent in for serviceCustomer was advised of our warranty policy that he would be responsible for one way shipping to have the unit sent inFrom the understanding from the call the customer agreed to our terms and conditions of the warrantyAfter receiving the Revdex.com complaint, Tmax Digital Inc will email a return label to the customer to have the unit sent in for serviceIf 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 / [redacted] (1000, 5, 2016/07/15) */ Tmax Digital Inc has reviewed the complaint from the customerBelow is our response towards the complaint: Customer did send in the unit times for serviceOn all the times the unit was sent in, we followed our terms and conditions of the warrantyFirst time the unit was sent in the customer stated that the unit was stuck on the boot up screenWe reprogrammed the unit, test it with our test account and reset the unit and shipped it acrossSecond time the customer reported that the unit would turn itself offWhen we received the unit we replaced the mainboard and reloaded the software onto the tabletThird time the unit came in we provided a return label when the customer reported that the Android Error message kept appearingCustomer sent in the unit for service and we reprogrammed the unitCustomer is reporting that the tablet is giving out Android error messagesWe provided a return label to see whats the problem with tablet Based off the information the customer provided the customer is outside the manufacture warrantyIt only comes with a one year manufacture warrantyWe 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 unitOnly 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 modelIt would be the same specification as the model she hasTmax Digital is following our terms and conditions of the warrantyCustomer can refer to our website on our terms and conditions of the warranty policy Initial Consumer Rebuttal / [redacted] (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/days after you sent me their response on 7/18/Today 7/26/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 redeliveryI had no choice with TMax, they already made up their mindAlso, this repair was within the year manufacturer warranty the first time, it's not my fault it took them four times to try and fix my tabletHopefully, they do the right thing this timeThey never addressed why I had someone else's pictures on my tablet and why someone else's name was linked to my tabletThat's when they put me on hold and came back saying that they would give me a prepaid return receiptI'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 callThank you Revdex.comTime will tell the outcome Final Business Response / [redacted] (4000, 9, 2016/08/01) */ Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response to the customer: Tmax Digital has followed it terms and conditions of the warrantyWe were able to repair the tabletWe change out the mainboard and upgrading the software to 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 withWe are looking into thisWe do apologize that this went to the Revdex.com but we are following our terms and conditions of the warrantyCustomer can refer to our website (www.nuvision.com) about our service policy
Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.comBelow is our rebuttal towards the complaint Customer called in stating that the tablet would not come onAfter our agent tried to trouble-shoot the problem it was indicated that the problem could be from either the bad charger or the tabletOur agent informed the customer our warranty policyTmax Digital terms and conditions of our warranty is that the customer is responsible for one way shipping of her tabletWe would cover parts, labor and return shippingCustomer did not agree about our policy to pay for the shippingUsually as a one time courtesy within 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 tabletCustomer claims that the unit does not turn on but when plugged in with a AC adapter, the red light showsCustomer 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 customerBelow 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 / [redacted] (2000, 7, 2016/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/06/17) */ Tmax Digital has reviewed the complaint from the customerBelow 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 flickersWhen the unit came in to us, we found no defectsCustomer received the unit back and reported the same problemWe provided a return label to have the unit re-inspectedWhen the unit came in the unit came in with physical damage (Crack Screen)Our warranty does not cover physical damageCustomer used only a bubble wrap envelope to ship in the unit to us which was improperly packageWe did offer alternative options for service in which the customer refused Under our terms and conditions of the warranty, it does not cover physical damageCustomer can clearly see our warranty policy through our website www.nuvision.com Our records show that the customer last called on september and was advised to other all her service optionsCustomer was also aware that if we didn't hear anything after 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 warrantySince the unit almost over a year since we heard from her via Revdex.com, customer can purchase a replacement unit at the cost of $which is equivalent to a service repair
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow 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 and now its having issuesSince we were unable to fix the unit over the phone, it was recommend to have the unit sent in to usWe 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 times to the customer already to email address [redacted] @aol.com Customer claims that they have not received the label from usNot sure if her Spam Filters is blocking her from getting the email or not Tmax Digital will not refund the customerWe will only be willing to service the unit under our terms and conditions of the warrantyKeep in mind that the tablet came with Window and not Windows It was at her discretion to upgrade the operating system to Windows but we will still service the unit under warrantyTmax 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 rebuttal from the customer and below is our response:Our records show that we did replace the unit the last time he sent it inIf 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 warrantyThe last time we serviced the unit was in 12/29/in which we replaced his unitNow the only time we heard back from the customer was only the complaint he filed with the Revdex.comIt 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 timeTmax Digital has followed our terms and conditions of the warrantyCustomer can still have us service the unit for a service feeCost of the repair would be $If the customer wants the unit service he can contact us for an authorization number to have it sent in
Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has caused the customerBelow is our rebuttal towards this customers complaint: Customer send in the unit twice to us due to the unit freezing on the NuVision logoWe have been able to repair the unit both times by reloading the operating system back into the tabletWe 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 customerSo 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 timeOur records show that the customer called us again on 9/2/and reported the problemWe received the complaint on 8/27/ We have already issued a return label to have the unit returned to us for warranty serviceOnce we receive the unit we will follow our warranty policy and service the unit againTmax Digital is following it terms and conditions of our warranty policySince 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 / [redacted] (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 tabletsThe only thing the company is doing is resetting it back to the manufactory settingThis 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 expiredSo that is why I said no Final Business Response / [redacted] (4000, 9, 2015/09/09) */ Tmax Digital has reviewed the rebuttal from the customerBelow 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 timeSince 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 / [redacted] (1000, 5, 2016/04/01) */ Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow 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 serviceThe authorization number is RAXXXXXXW-TXWe even provided the customer a return label to send back the unit to usAll the times the customer sent in the unit we have followed our terms and conditions of the warrantyEven with the current unit coming in to us, we will follow our terms and conditions of the warrantyEven though the unit may arrive after the warranty period we will still service the unit as long as she doesn't wait the 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 Kitkat to 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 / [redacted] (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 continueI have shipped the tablet back to TMAX on Thursday april 7,
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!
Initial Business Response / [redacted] (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 causedBelow 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 screenBoth times the unit has been repaired under our terms and conditions of the warrantyCustomer claims that she received the unit on 10/17/and failed again on 11/7/Customer reported the problem to us on 12/11/in which our agent tried to fix it over the phoneSince our agent was unable to fix over the phone the resolution was to have the unit sent back to usCustomer was told to pay for sending it in as per our terms and conditions of the warrantyCustomer declined to pay for the shipping Tmax Digital agreed to pay for the return shipping to have the unit inspectedWe provided the customer an authorization number for the warranty claim is RAXXXXXand already emailed a prepaid return labelOnce we receive the unit and determine the problem, we will be replacing the mainboard and upgrading the IOS from Kitkat to LollipopOnly 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 unitIf 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 / [redacted] (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 seeThere 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 issueI 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 itThey 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 / [redacted] (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 webThey 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 Within the first two months...every app that came with my tablet..began to systematically crash...including your droid botsYOUR 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 thatIt 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 defectiveI 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 days.....I do not believe you would honor that either!!! Perhaps just trying to save faceI 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 CONSUMERSTHIS 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 / [redacted] (4000, 18, 2016/01/20) */ Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response towards the customer complaint.: We have already followed our terms and conditions of the warranty and serviced the unitWe replaced the unit along with upgrading the IOS along with extending the original warranty for additional daysIn the warranty policy, it states "TMAX Digital Incwarrants 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 unitTmax Digital is only willing to service the unit under warrantyWe 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 / [redacted] (1000, 5, 2016/02/11) */ Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.comBelow is our rebuttal towards the complaint: Customer called us reporting a problem charging the tabletWhen 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 warrantyOur agent inform the customer the cost of the repairCustomer did not like the agent answer and hung up We did attempt to contact the customer about thisWe are willing to have the unit inspected by our service teamCustomer would need to follow our terms and conditions of the warranty where she would be responsible for one way shippingOnce 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 policyIf not then we would contact the customer and inform her of our finding and provide an alternate resolutions
Initial Business Response / [redacted] (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 causedBelow is our response towards the complaint: Tmax Digital does show that the unit was returned times for freezing on the NuVision splash screenWe are not sure what caused the problemEach time the customer sent it in we reflash the software, tested the unit and shipped it backEach 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 LollipopAs long as the customer uses the same GMAIL account, his apps will still be thereWe will not be refunding any cost from the customerWe have followed our terms and conditions of the warrantyCustomer unit has been shipped back to him on 11/12/
Initial Business Response / [redacted] (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 causedAfter carefully review below is our rebuttal towards the complaint: Customer contact us to report that the tablet will not chargeAfter our agent tried to troubleshoot the issue, it was determined that the unit would need to be sent in for inspection for warranty serviceCustomer was issued an RMA number (RAXXXXXXW-TX) Unit was sent in on 8/10/On 8/12/we let a voicemail to the customer to call us back to discuss our findingThe 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 unitThis is not a manufacture defect in which we voided the customer warrantyWe offered the following service options to the customer: 1) service fee of $ 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 policyWe do apologize that the customer is not happy about this incident but we are willing to service the unit for a feeIf the customer purchased an extended warranty she can have them service the unit for herTmax Digital will only follow our warranty policy to have the unit serviced Initial Consumer Rebuttal / [redacted] (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 wrongI have used cell phones (charges) for over yrs and I have NEVER had an issue before/ I believe it was a defect and they should fix itI dont feel I owe them ANOTHER $to repair it Final Business Response / [redacted] (4000, 26, 2015/10/30) */ Tmax Digital Inc has reviewed the rebuttal from the customerWe are basing our decision on the inspection we performed on the customer tabletSince we voided the customer warranty, and offered alternative service in which customer declinedWe will not be providing any refunds to the customer as her warranty is voided due to the physical damageIf the customer is looking for a refund, Customer can either pay for returning shipment of $to ship the unit "AS IS" or provide us a return label to send back the unit to the customerShe 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 warrantyShe can refer to our website www.nuvision.com to see the details Final Consumer Response / [redacted] (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 moneyThe product I bought from TMAX was defectiveI did nothing to damage it physically like they are sayingWhen 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 beginningI used it the way that I use all of my electronic devices...with lots of careAs 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 comeI am still requesting TMAX to refund me $since their product was defective and a "lemon."
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 / [redacted] Style Definitions */
Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow is our response towards the complaint:Customer reported that the tablet would not turn onOur agent trouble-shoot the problem and was unable to fix over the phoneWe generated an authorization number to have the unit sent in for serviceCustomer was advised of our warranty policy that he would be responsible for one way shipping to have the unit sent inFrom the understanding from the call the customer agreed to our terms and conditions of the warrantyAfter receiving the Revdex.com complaint, Tmax Digital Inc will email a return label to the customer to have the unit sent in for serviceIf 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 / [redacted] (1000, 5, 2016/07/15) */ Tmax Digital Inc has reviewed the complaint from the customerBelow is our response towards the complaint: Customer did send in the unit times for serviceOn all the times the unit was sent in, we followed our terms and conditions of the warrantyFirst time the unit was sent in the customer stated that the unit was stuck on the boot up screenWe reprogrammed the unit, test it with our test account and reset the unit and shipped it acrossSecond time the customer reported that the unit would turn itself offWhen we received the unit we replaced the mainboard and reloaded the software onto the tabletThird time the unit came in we provided a return label when the customer reported that the Android Error message kept appearingCustomer sent in the unit for service and we reprogrammed the unitCustomer is reporting that the tablet is giving out Android error messagesWe provided a return label to see whats the problem with tablet Based off the information the customer provided the customer is outside the manufacture warrantyIt only comes with a one year manufacture warrantyWe 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 unitOnly 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 modelIt would be the same specification as the model she hasTmax Digital is following our terms and conditions of the warrantyCustomer can refer to our website on our terms and conditions of the warranty policy Initial Consumer Rebuttal / [redacted] (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/days after you sent me their response on 7/18/Today 7/26/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 redeliveryI had no choice with TMax, they already made up their mindAlso, this repair was within the year manufacturer warranty the first time, it's not my fault it took them four times to try and fix my tabletHopefully, they do the right thing this timeThey never addressed why I had someone else's pictures on my tablet and why someone else's name was linked to my tabletThat's when they put me on hold and came back saying that they would give me a prepaid return receiptI'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 callThank you Revdex.comTime will tell the outcome Final Business Response / [redacted] (4000, 9, 2016/08/01) */ Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response to the customer: Tmax Digital has followed it terms and conditions of the warrantyWe were able to repair the tabletWe change out the mainboard and upgrading the software to 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 withWe are looking into thisWe do apologize that this went to the Revdex.com but we are following our terms and conditions of the warrantyCustomer can refer to our website (www.nuvision.com) about our service policy
Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.comBelow is our rebuttal towards the complaint Customer called in stating that the tablet would not come onAfter our agent tried to trouble-shoot the problem it was indicated that the problem could be from either the bad charger or the tabletOur agent informed the customer our warranty policyTmax Digital terms and conditions of our warranty is that the customer is responsible for one way shipping of her tabletWe would cover parts, labor and return shippingCustomer did not agree about our policy to pay for the shippingUsually as a one time courtesy within 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 tabletCustomer claims that the unit does not turn on but when plugged in with a AC adapter, the red light showsCustomer 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 customerBelow 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 / [redacted] (2000, 7, 2016/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/06/17) */ Tmax Digital has reviewed the complaint from the customerBelow 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 flickersWhen the unit came in to us, we found no defectsCustomer received the unit back and reported the same problemWe provided a return label to have the unit re-inspectedWhen the unit came in the unit came in with physical damage (Crack Screen)Our warranty does not cover physical damageCustomer used only a bubble wrap envelope to ship in the unit to us which was improperly packageWe did offer alternative options for service in which the customer refused Under our terms and conditions of the warranty, it does not cover physical damageCustomer can clearly see our warranty policy through our website www.nuvision.com Our records show that the customer last called on september and was advised to other all her service optionsCustomer was also aware that if we didn't hear anything after 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 warrantySince the unit almost over a year since we heard from her via Revdex.com, customer can purchase a replacement unit at the cost of $which is equivalent to a service repair
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow 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 and now its having issuesSince we were unable to fix the unit over the phone, it was recommend to have the unit sent in to usWe 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 times to the customer already to email address [redacted] @aol.com Customer claims that they have not received the label from usNot sure if her Spam Filters is blocking her from getting the email or not Tmax Digital will not refund the customerWe will only be willing to service the unit under our terms and conditions of the warrantyKeep in mind that the tablet came with Window and not Windows It was at her discretion to upgrade the operating system to Windows but we will still service the unit under warrantyTmax 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 rebuttal from the customer and below is our response:Our records show that we did replace the unit the last time he sent it inIf 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 warrantyThe last time we serviced the unit was in 12/29/in which we replaced his unitNow the only time we heard back from the customer was only the complaint he filed with the Revdex.comIt 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 timeTmax Digital has followed our terms and conditions of the warrantyCustomer can still have us service the unit for a service feeCost of the repair would be $If the customer wants the unit service he can contact us for an authorization number to have it sent in
Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Tmax Digital has reviewed the complaint and would like to apologize for the inconvenience this has caused the customerBelow is our rebuttal towards this customers complaint: Customer send in the unit twice to us due to the unit freezing on the NuVision logoWe have been able to repair the unit both times by reloading the operating system back into the tabletWe 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 customerSo 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 timeOur records show that the customer called us again on 9/2/and reported the problemWe received the complaint on 8/27/ We have already issued a return label to have the unit returned to us for warranty serviceOnce we receive the unit we will follow our warranty policy and service the unit againTmax Digital is following it terms and conditions of our warranty policySince 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 / [redacted] (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 tabletsThe only thing the company is doing is resetting it back to the manufactory settingThis 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 expiredSo that is why I said no Final Business Response / [redacted] (4000, 9, 2015/09/09) */ Tmax Digital has reviewed the rebuttal from the customerBelow 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 timeSince 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 / [redacted] (1000, 5, 2016/04/01) */ Tmax Digital Inc has reviewed the complaint and would like to apologize for the inconvenience this has causedBelow 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 serviceThe authorization number is RAXXXXXXW-TXWe even provided the customer a return label to send back the unit to usAll the times the customer sent in the unit we have followed our terms and conditions of the warrantyEven with the current unit coming in to us, we will follow our terms and conditions of the warrantyEven though the unit may arrive after the warranty period we will still service the unit as long as she doesn't wait the 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 Kitkat to 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 / [redacted] (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 continueI have shipped the tablet back to TMAX on Thursday april 7,
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!
Initial Business Response / [redacted] (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 causedBelow 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 screenBoth times the unit has been repaired under our terms and conditions of the warrantyCustomer claims that she received the unit on 10/17/and failed again on 11/7/Customer reported the problem to us on 12/11/in which our agent tried to fix it over the phoneSince our agent was unable to fix over the phone the resolution was to have the unit sent back to usCustomer was told to pay for sending it in as per our terms and conditions of the warrantyCustomer declined to pay for the shipping Tmax Digital agreed to pay for the return shipping to have the unit inspectedWe provided the customer an authorization number for the warranty claim is RAXXXXXand already emailed a prepaid return labelOnce we receive the unit and determine the problem, we will be replacing the mainboard and upgrading the IOS from Kitkat to LollipopOnly 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 unitIf 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 / [redacted] (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 seeThere 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 issueI 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 itThey 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 / [redacted] (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 webThey 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 Within the first two months...every app that came with my tablet..began to systematically crash...including your droid botsYOUR 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 thatIt 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 defectiveI 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 days.....I do not believe you would honor that either!!! Perhaps just trying to save faceI 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 CONSUMERSTHIS 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 / [redacted] (4000, 18, 2016/01/20) */ Tmax Digital Inc has reviewed the rebuttal from the customerBelow is our response towards the customer complaint.: We have already followed our terms and conditions of the warranty and serviced the unitWe replaced the unit along with upgrading the IOS along with extending the original warranty for additional daysIn the warranty policy, it states "TMAX Digital Incwarrants 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 unitTmax Digital is only willing to service the unit under warrantyWe 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 / [redacted] (1000, 5, 2016/02/11) */ Tmax Digital has reviewed the complaint and would like to apologize that the complaint came to the Revdex.comBelow is our rebuttal towards the complaint: Customer called us reporting a problem charging the tabletWhen 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 warrantyOur agent inform the customer the cost of the repairCustomer did not like the agent answer and hung up We did attempt to contact the customer about thisWe are willing to have the unit inspected by our service teamCustomer would need to follow our terms and conditions of the warranty where she would be responsible for one way shippingOnce 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 policyIf not then we would contact the customer and inform her of our finding and provide an alternate resolutions