Wacom Technology Corporation

The Customer [redacted] had called in and also written in on occasions to ask for help with his DTKWacom TabletHe did not get the help he needed, and became frustrated with the back and forth questionsI have followed up with [redacted] via a phone call, and have worked up a game plan that includes replacing his unitThis is a direction that [redacted] is happy withHe is going to follow up with me once he has received the Wacom replacement

Complaint: [redacted] I am rejecting this response because: the CS Rep said he would not recommend repairing the unit due to the cost and suggested purchasing a new itemThe item has an issue regardless of the LCD or Video control unitAs I posted before various art sites and reviews on the internet state the same thing that there is an issue with the device itself since it release to the marketColor Calibration tools do not work which I recently purchased a rather expensive Colormunki after being told about purchasing a new Wacom, which I have to now also return to the manufacturerSince it did not help remedy the matterWhether it is out of warranty or not is not a good excuse to not back your product when there is proof it is not an isolated incidentThat is pretty much saying everyone who has made a inquiry of complaint about this model and how to fix it are liars.Sincerely, [redacted]

Purchase was over Wacom's 30 day return policy (as it was purchased in July of 2014) so management approval was required for us to be able to process the return. This was approved yesterday, so the return for refund RMA was created ( [redacted] ). The customer was also provided a UPS return label, so... that they would not have to pay to return the product to Wacom - [redacted] . Once this is received, it will take 15-20 days for the refund to post to the customer's account.

Customer called in on August 08, with an issue with a possible crack on the screenThe Wacom agent asked for images to so that we could see what the customer is seeing (the images are attached)When the images were received, it was noted that there was what appears to be a crack on the
screen The images were sent to the Repair team for a non-warranty repair quote on August 11, The Repair Team quoted a non-warranty repair cost of $(physical damage that is caused to the tablet once it has been delivered is not a warranty issue), the repair cost was sent to the customer on August 12, On August 13, the customer complained that we should cover the repair under warranty, and that he was going to lodge a complaint to Revdex.comThe DTHW1310T was Purchased on February 17, 2015, it was delivered in excellent working order with no issues to the screen or any other part of the tabletThe first complaint was on August 08, We worked with the customer to first ascertain what the issues was, we requested pictures to document (they are attached) and determined that the issue was not caused by Wacom and it is a non-warranty issueWe informed the customer Wacom would be happy to repair the screen, but since it was not caused by Wacom there would be a charge for the repair of $Please let me know if I can be of further assistance - Thanks
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

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

Complaint: ***I am rejecting this response because:the conversation the representative and myself are recorded I NEVER stated the screen was cracked I remember clearly saying something happened to the screen, I feel after my research on Wacom they have treated other customer and not one they took blamed Ms *** there's something not right they state it's physically damage I strongly disagree my son uses it for art and his work for college and portfolio the tablet again safe when not been use I strongly don't feel I should pay that price when I feel strongly with other people that have gone thru this same issue look it up they have a bad review regarding the screens on their products the tablet was just purchased not to long ago, please please look and do your own research on the tablets and other Wacom.I want to thank you Ms *** another thing I would like to address is that they never emailed me nor call me I had to keep calling them regarding the screen another thing I'm not a he I'm a she and I did keep my promise that I was and did report this issue I wouldn't want anyone else paying so much money and this is the result at the end it's not fare.Sincerely,*** ***

As per our records: Inquiry with case number *** was submitted on 4/25/Due to a large number of support tickets the first reply was sent on 5/10/with some troubleshooting suggestions and requested information to better troubleshoot and process the warranty as needed
The case was closed days later due to no responseOn 8/a new inquiry was sent to Wacom with case number, ***, that stated, "I've been waiting over a month to hear back about getting a new in cord as I'm under warrantyI haven't received any email back and I'm emailing now wanting a full refund for my Cintiq 13HDI spent $on it and used it for two months moderately and can no longer use it because of cord issues“ Before this claim, Wacom had no other contact attempts from this user *** *** Ms*** proceeded to directly request a refund without showing interest to perform troubleshooting steps and proceed with a warranty service as normal It is worth to mention, that a refund request is not part of the Warranty service but a Return Policy claim Return policies apply to the store of purchase (where the transaction was made), in this case Amazon LLC. Wacom did not had any direct transactions with Ms*** and hence is not able to process such requestWarranty service was never denied or declined to *** *** and this was offeredIt was also mentioned that the return policy is of days from the date of purchase, which only applies to purchases made directly from the Wacom StoreThe initial inquiry was submitted passed days from date of purchaseWacom Support is happy to set up a Warranty replacement and cover the cost of shipping for this exchange. We are also reaching out to *** with this information as wellBest regards Wacom

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

We have responded directly to the customer with the following emailWe are waiting on a response to that email.Email sent to customer:My name is *** with Wacom Customer CareYour case was escalated to me, and I first wanted to apologize for the frustration you have seen with this
productI have been reviewing your casesYour original unit and keyboard was purchased back in July of At the end of September the tablet was having a charging issue and was returned and replaced for a new unitIn November we were contacted by your daughter that the tablet has been damaged and was having a problem chargingAs the unit had been damaged outside of warranty she was quoted a non-warranty repair cost, however when the repair team was contacted again in December the repair team covered the repair under warranty as a courtesyFrom your latest case and Revdex.com claim it appears the unit is having a charging issue againWe have identified a problem with some of these units charging port, all current repaired units have a new power port installed that fixes this issueAs you have already purchased a new computer I would like to offer you the refund for your unitCan you please confirm your current shipping address? Since we are past the day return policy a check will be mailed to you for the refundOnce I receive your address confirmation I will create a UPS label to have the older unit returned to Wacom and the refund process will startPlease let me know if you have any questions, I will also be posting this response on the Revdex.com claim as well

Dear *** and Revdex.com member, Thank you for your reply. We understand the frustration of receiving a product with an unexpected malfunction, and that performing troubleshooting/diagnostics for a device is not always a pleasant experience, less when it is almost from outside the box as one will always want for the product to perform under expectationsUnfortunately this was not the case, and in these situations, is when the warranty and return policies apply for your benefit and careThat said, Inside the case notes I see that you mention you were abroad before the 06/29/2017, however one of our agents requested the next information: Shipping AddressReceipt of the purchaseModel NumberSerial NumberThis information was requested to start the assistance and for the process of warranty when neededInside your reply, you said your shipping address was from the US (MA, ***), after this you a little bit of troubleshooting to re-affirm if this was defective was pursued and on 06/29/2017, when our representative Alex reviewed your case and confirmed the replacement, he did so base in your previous reply as you stated your shipping address for the process was from the USHere below sharing that response: ----------------------------------------- On Tue, Jun 27, at 4:PM *** *** wrote: Hi Sebastian, Thank you for your responseI hope we can expedite this process as I am losing work due to this issueHere is the information you requested: Shipping Address: ** *** ***, *** MA, *** I ordered it online from Wacom, so I don't have a receipt just a confirmation number which is ***Would you like me to forward you my email receipt? Model number is DTH-WI don't know where to find my serial number- there seem to be several numbers on the back of my machineIs it IC 6888A-DTHW1320? If this is not the serial number please tell me where on the machine to find itThank you, -*** ------------------------------------------- After he email from our representative Alex, offering the replacement from the US region, you highlighted to be in Germany and hence you were transferred to the Europe team without hesitation to proceed with an exception for that region(From 6/29/and forward it has been mentioned in our first reply)With that said, and regardless if there was a hrs miscommunication of your location, Wacom offered a replacement and return for refund inside the region of purchase the US (Americas continent coverage) within reasonable timingAs well as offering a repair exception inside the Europe region without hesitationAs stated inside our first reply, the here requested is outside Wacom’s responsibilities and the return for refund was offered and submitted inside the return policy and inside the country of purchase (region of coverage)Note: Our warranties are of public access inside our website http://www.wacom.com/en-us/support/product-support/warranties, we also have a direct line of support, live chat and an online form to ask any needed questions before the purchase of a productThe warranty documentation is also included inside the box with the productPlease feel free to reach out to us at any point in timeBest regards Wacom

Hello, the order *** was placed on Friday 9/at 11:24pmWacom's order processing time takes 2-business days, the order was shipped on 9/with tracking number ***: ***, which from the *** website says is currently on time for a delivery today 9/
Tracking on the *** website can take 4-business days to updateOn the 17th when the customer called our agent saw that there was no update on the shipment tracking and created a replacement order for the customer incase the first shipment was lostThe order was packed this morning and shipped with *** Next Day Air shippingIt should arrive MondayThe customer is free to keep both productsBelow is the email sent this morning to the customer before the *** tracking had updated online.“My name is Alex with Wacom Customer SupportI apologize your first shipment was lost in transitI see you have also made a Revdex.com claim on this orderThe agent you spoke with on 9/did create a new order for you to ship out a replacement partI have personally packed that order and put it with our *** next day air shipmentI also included extra sheets in the packageOnce the order is picked up by *** tonight it will ship and you should receive it MondayThe tracking number is ***It will not be active until *** scans the package a pick up tonightPlease let me know if you have any questionsI have also responded to the Revdex.com claim as wellI apologize for the frustration this experience has caused.”

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received the tablet with the art pen from WACOM on 4/27/2016, days after the initial contact
Few corrections of WACOM statement thoughThe requested photos showing the refurbished product were emailed to WACOM on 3/after the 3/email request from WACOMplease refer to attached photosFollowing by many email inquiries almost daily, WACOM support replied on 4/email saying it will take max days from 4/for me to receive the replacement product, not as stated WACOM go ahead and process the replacement shipment for me after 3/
Anyhow, on 4/27/I finally received the "new" tablet which I order on 2/28/2016, not the "refurbished" one delivered to me at the first place
Sincerely, *** **

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

*** is exactly right, she sent in a Cintiq Pen only, and received back a Cintiq Companion, which as she stated has quite a bit more features, and is a totally different product. I reviewed the case and we have setup an exchange to get her daughters Cintiq tablet
back to herA UPS shipping label was created so there would be no expense on her partI'll follow up with *** today, to make sure she has everything she needs

Wacom does not sell extended warranties such as the mentioned Square Trade 3rd party warrantyIf a policy was purchased, it was not from Wacom directly, and Wacom would be unable to cancel or affect the policy in any other wayThe Wacom order, ***, is for a Cintiq Companion model
DTHW1310H, and does not reflect any additional items purchased at that timeIf there is physical damage to the Cintiq, Wacom can repair this for a feeIf a 3rd party warranty was purchased that covers physical damage, then you would need to follwith the company who provided this warranty as to the process for taking advantage of the coverage

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The company resolved the issue by offering another product in exchangeI am very pleased with the way this turned out and I am very grateful for the way Wacom handled thisIt has definitely put to rest concerns I may have had for future dealings and I would do business with this company in the future - and in a few years may even consider a future generation of the product line I had issue with
I would like to thank the customer service reps who handled my complaint and the Revdex.com for assisting us with this forum
Sincerely, *** ***

Complaint: ***I am rejecting this response because: Their statement is part of what I had already explained and in no way resolves my issue with not being able to return the item.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We will respond to Wacom with our address to receive the UPS label to ship our equipment Thank you so much for you assistance in achieving resolution
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do however expect the unit to have atleast the same tech specs, including ram, and hardrive size, as well as processorI also expect to have a warranty since the unit being offered is a refurbished unit
Sincerely, *** ***