Wacom Technology Corporation

We have reached out to the customer via case number CAS- [redacted] If we can see a photo of the stylus that they are using, we can be 100% sure to provide the correct part numberIn this case, we are happy to provide packs of replacement nibs, free of charge, to the customerRegarding registration, we do show a registered stylus under this customer's account, though it isn't required for support or warranty purposes

Hello,Mr [redacted] called in on 6/explaining his Cintiq Companion was no longer charging correctlyThe customer support team explained this was a known issue with the charging port and that the tablet would need to be repairedMr [redacted] believed the issue was with the power adaptor not with the charging port, our team warned him that this may not be the issue but as he would rather not send the tablet in and insisted the adaptor was the issueWacom sent him a new power adaptorOn 7/he called againHe had received the adaptor however this did not resolve the issue, a new RMA was created for the tablet and a pre-paid shipping label was provided, the RMA email was also sent explaining the repair time takes 10-business days once received by WacomWacom’s repair team received the tablet from UPS tracking [redacted] on 7/On 7/Mr [redacted] called in asking for a status of his repair, the customer support team explained when the unit was received and the time frame of repairThe customer called again on 7/asking for a status of his repair, the team again explained the repair time frame and he asked to speak with a managerA Customer Care manager spoke with him that day, Mr [redacted] explained he was dissatisfied with the repair time and did not want to wait for the repair and that he wanted a refund for the tabletMr [redacted] again called on 7/asking for a status of the repair and the customer care team again explained our repair time frameRepair team completed the repair on 7/and shipped the unit back to the customer, it arrived and was signed for on 7/Wacom’s repair time frame is 10-business days, once the unit arrives at the repair facilityWacom offers a return policy of a product for the first days from purchaseMr [redacted] purchased his tablet on 6/6/I would like to apologize for this issue he saw with his tablet and apologize for the confusion during the repair processAs the tablet was repaired under warranty, a shipping label was provided for the tablet and the tablet is outside of the return policy, Wacom would not offer a refund for this tablet

I have contacted the customer [redacted] and I'm in the process of replacing the tablet ( [redacted] )The one she received from the RMA was more beat up than the one she sent in [redacted] said that was a great resolution for herShe should receive her tablet in the next week

We have reached out in email to [redacted] , to apologize for her experience with Support and the productIn email we explained we would like to set up the refund of her order price along with the repair of her unit to resolve the issueOnce [redacted] confirms her shipping address and phone number in email we will set up the refund and repair process

Hello All, I have followed up with the Revdex.com and also with the customer Mike M [redacted] SrTechnical Support Specialist Wacom Customer Care 1-855-MY-WACOM http://www.wacom.com

Complaint: [redacted] I am rejecting this response because: Wacom has not contacted me back like they stated in the previous message Sincerely, [redacted]

The customer was having issues with Touch and with the PenThe Wacom agent that he was working with created an Exchange RMA to exchange the unitThe customer was also given a UPS shipping label, so that he would not need to pay for shipping the large display back to usA case was created [redacted]

Hello, The Wacom Cintiq Companion offered a year warrantyDuring the Warranty time, Wacom did identify an issue that less than 4% of users reportedThe issue reported was that the charging port on the tablet failed during use and the unit would no longer chargeWacom extended the warranty for customers an additional two years for this charging port related issueMs [redacted] bought her tablet in December of The tablet is now outside of the year warranty period for this issue, which is why she was provided a repair quote by our support teamHowever her unit has not been repaired previously and we would like to offer Ms [redacted] a warranty repair of her tabletWe have reached out to her in email, and copied that email below Email to the Ms [redacted] :My name is Alex with Wacom support, I saw your message with the Revdex.com and wanted to reach out to youFirst I would like to apologize for the frustration you have seen in this caseThe Cintiq Companion did have a charging issue with the original port on the unit reported by less than 4% of customersWacom extended the warranty for these units an additional years past the year warranty for this issueSince your unit is now outside of that year warranty, this is why you were given the repair cost quoteHowever looking into your case historyI see that you have not had the unit repaired before, so it still has the original power portI would like to have the unit in and repaired for you under the warrantyI will also create a UPS shipping label for you to cover the cost of shipping back to WacomTo set this up can you please confirm your shipping address and phone numberI will then create the RMA and shipping label for you to have the tablet in and repairedPlease make sure to back up all data on the tabletIf you are unable to, please let me know and I will send you a data retention form for our repair team to attempt to save the data on the tablet, however if the tablet cannot be repaired they may need to replace the unit

We are continuing to work with Mr [redacted] and have offered the exchange to the Cintiq 22HD TouchWe have reached out in email directly to him

Good morning, I was writing to follow up with the complaint because Wacom has took it upon themselves to send out a unit in an attempt to resolve the issueThey have not made any contact specifying whether it is a new unit or a remanufactured unit, nor did they follow up through the complaint with the Revdex.comI stated on my complaint that sending another unit would not resolve the issue, but the company did that anywayI decided to contact the Revdex.com again to see what my next best step should be, I do not know whether I should accept the delivery or turn it away seeing that the company decided to ignore the complaint and send a new unit regardless Thank you very much for your time

Dear Revdex.com, I would like to reply to the complaint number [redacted] , regarding the defective Wacom Cintiq CompanionI took some time to evaluate the replacement and make sure it was up to standards, and I am satisfied with the company's actionI would like to make things clear, as well as congratulate the customer service professional responsible for helping me through the process I didn't reply at first because at the time I still haven't received the replacement, and the case closed before I had time to give my feedback, I would ask you to let me do the right thing and give the company the proper response Sincerely, [redacted]

Below is an Email sent to Ms [redacted] this morning by a customer support manager, as the unit will be delivered to the customer on time we are not issuing a refund for the shipment cost Dear Ms [redacted] , I would like to apologize for the frustration you have experienced with this orderI am responding to you through email and online to your Revdex.com ClaimYour order shipped on May 17th, the same day you ordered with 2nd day shipped with tracking number [redacted] Our customer service rep quoted you our order process which an order can take up to 2-days to process as stated on our websiteHowever, that is the maximum time and can be much faster as was the case with your orderThe agent should have been able to give you the tracking number at the time of your call, and again I would like to apologize for the frustration that it was not donePlease feel free to contact our support team and ask for a manager if you would like to discuss this issue moreAs the unit will be delivered on time with 2nd day shipping we are not issuing a refund for the cost as this time

The customer did call in on 04/24/- and she was quoted $for the repairThe Companion II's - [redacted] has a one year warranty from the date of purchaseThe tablet was purchased on 03/11/I'm going to go ahead and setup a Warranty repair for the customer

Mr [redacted] has been working with our repair team through phone and emailPer the Wacom policy for these tablets our repair team will try and repair the customer's unit first and replace if unable to repairWe have reached out to Mr [redacted] and explained this process, we have also offered him a replacement to the upgraded Companion tablet so that he does not see this issue againHis case number is ***- [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have also been offered an art pen gift for my troubles.Sincerely, [redacted] , Ph.D

To help the customer; what we have chosen to do is offer a new tablet, a DTHW1310P, second generation Companion ($1,999.95) for no additional chargeThe product the customer has is a DTHW1300L, the customer paid $1,Wacom will pay for shipping, so there will be no cost on the side of the customerThis offer was also made to [redacted] through our Case Management system

[redacted] contacted Wacom support after purchasing a Cintiq Companion 2 tablet pc. The tablet comes with Windows 8.1 installed on the device and was suggested to upgrade to Windows 10 during the free upgrade that Microsoft offered. Windows 7 does not offer native support tablet features including USB... 3.0 and Gryro Rotation. Wacom does not support Windows 7 on this tablet, as due to the highly specialized software and hardware, the OS is not supported. A customer can however choose to install the OS at their own risk. After installing Windows 7, [redacted] contacted Wacom, the USB ports as they are USB 3.0 devices have stopped working. Our support team offered to have the tablet sent into Wacom for a non-warranty re-image of the OS on the tablet as Wacom does no offer a online download of the factory Windows image for copyright concerns. Once escalated to my, I also worked with [redacted] offering to have the unit sent in for the re-image under warranty(free of charge). I have included the latest emailed with [redacted] from today. I have reached out to our product management team to try and get the software drivers for him and am awaiting an answer from them if this is a file that we have or can offer for him to download. As they are overseas it may take up to 24 hours for a response. I will contact [redacted] once I have more information or the download for him.Emails:Dear [redacted] ,Thank you for the message. The drivers and OS images is not something our support team has access to, as traditionally only sending the unit into the repair team, can a unit get re-imaged with a factory image. Again as this unit does not come with Windows 7, individual driver packs is not something we normally have for download outside of the Wacom tablet driver. I have reached out to our product management team to ask for this information. They confirmed that Native USB 3.0 and screen gyro rotation will not work in Windows 7 at all. They are however reaching out to our software team to see if there is a package of drivers they can get to you. That team is located overseas so we will not hear from them until tomorrow. I will let you know as soon as I hear from them. I am also responding to the BBB complaint you issued online as well.***Customer Support Team ------------------- Original Message -------------------From: [redacted] I understand installing it is at my own risk but what I have been telling you people is that when I get into the Windows 7 installation from the Bios have can't get any further because the USB ports stop working so the keyboard and mouse I have plugged into the machine do not work therefore I can not complete the installation of Windows 7. Windows 7 installation do not include native USB 3.0 drivers and that why in need them form you so I can add them to the install image. The Microsoft drivers and Intel drivers don't work. All I need is the USB 3.0 driver package that this machine uses. If this machine had even one USB 2.0 port it would not be a problem. [redacted] On May 22, 2017, at 2:06 PM, Wacom Customer Support Americas wrote:Dear [redacted] ,Your case was escalated to me. My name is [redacted] with Wacom support, I am a Sr. Specialist here. I do apologize for the frustration you have seen and I'd like to clarify a few things. Windows 7 can be installed on the Cintiq Companion 2 at your own risk. The device was built for Windows 8.1 and recommended to be upgraded to Windows 10 during the free upgrade process. Windows 7 does not have native tablet or touch support build in, along with other missing drivers. The image for the Companion Enterprise edition is not compatible with any other version of the Cintiq Companion as the hardware internally is different and that version of the OS has been tailored for that hardware. I would be happy to have your unit come in to have the factory image reloaded on it free of charge for you, but Wacom is unable to load Windows 10 or 7 on the computer. Please let me know if you have any questions. If you would like to send the unit in for the reload, please send me your shipping address, along with the tablet model number and serial number.***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. For now I would like from the factory to honor the 2 years factory warranty from the date of purchase witch from 12/4/2016 because the tablet is brand new and I am the owner of it regardless of where I bought every body buy from EBAY and amazon thanks Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: 1) The proposal is actually a downgrade from the machine I purchased, which had GB and cost 1,to a machine with only 125GB that cost 1, 2)I have no faith in the Cintiq companion lineI forwarded Wacom a link to their own website where several users report similar issues with their Cintiq Companion 2's [redacted] 3) When I purchased my Companion I had the option to spend the money on the companion or a cintiq graphics displayI chose the companion, but they have since demonstrated they are willing to sell the companion regardless of malfunctionsThe Cintiq Graphics Displays have been out for years without incidentI trust those, I do not trust the companion 4) I stated flat out that I had lost all faith in the companion series in my initial complaintI see from the Revdex.com website that users were able to get a full refund far past the day window for this issue As I stated to the company and the Revdex.com while trying to resolve this, I am amiable to a credit, a refund, or a replacement with a cintiq graphic display of actual equal value Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It has been a challenge to get the business to send the proper documentation that will allow the tablet to pass through customs The first shipping label that was sent to me did not have the required documentation I tried to resolve this with the UPS agents but in the end the tablet was returned to me due to lack of documentation I contacted the business about the documentation and I was assured that a new shipping label would be sent out to me with the proper documentation I waited two weeks for this new label to arrive and it never did, after waiting what I thought was a fair amount of time to allow the business to sort out the new label, I called them back inquiring about the new shipping label I was told that they were still waiting for me to ship my tablet to them, which was not what I had heard last They then told me that they would send me another new shipping label After a few days the new label arrived, without the proper documentation (that the customer service rep assured me would be provided) After many calls to Wacom, I finally was able to help them understand what a customs form was and was told that they were still talking with their shipping team and they were aware and I would get the proper documentation I received the paper work roughly one week ago (roughly months after I had initially contacted Wacom for the repair) and sent the tablet back to them As far as sending pictures and doing any further leg work on my end I currently feel that I have done everything that was asked of me and have spent enough of my free time (and am continuing to spend my free time) trying to resolve this issueI don't think it is fair of me to continue to do all of this extra work to get my tablet repaired unless Wacom is willing to pay me my hourly rate for the extra time that I have spent trying to resolve this matter Sincerely, [redacted]