Wacom Technology Corporation

Mr*** reached out on 1/25/He stated to have some display issues with his Cintiq 12WX manufactured Wacom offers a year warranty for manufacture defects from date of purchase, this unit is out of warranty
Our support team helped troubleshoot to isolate the problem and provide
the best possible solution including sending a Video Control Unit for the tablet ($199.99) free of charge despite being outside of the warranty period Once he received this part, the issue was isolated to a problem with the LCDAn out-of-warranty repair ($plus tax) option was offered to him and this was the last communication as he had not replied to that email
Wacom has offered the solution in a timely manner and while aiding the troubleshooting by sending a free productAn out of warranty repair will at this point is the option to resolve the issue with the unitIf the Revdex.com or the Mr*** has any further questions or concerns, please contact us

Complaint: ***
I am rejecting this response because:
Thank you for your promptness in replying to my complaint, and for your careful documentation of my support Case with WacomHowever, your account contains several critical errors which I would like to addressPrimarily, your account implies that your support team did not know I was abroad in Germany until 6/29, at which point I was informed of the regional limitation on returnsIn reality, your support team was informed of my location on the very first call that was made from my representative *** *** on 6/It was during this call that the first offer of exchange was made, and as a result I received an email asking for information so they could verify an exchange would be within warranteeAt no time was it mentioned that my location would be of significanceThe next time I was offered an exchange was after various other fixes had failed on 6/Again, I had made a point to tell the team over the phone on at least occasions that I was in GermanyI was asked to run several tests in order to assist the escalated team in pursuing an exchange, which I confirmed explicitly on the phone after having the first offer of exchange removedAfter I ran these tests, I called back and the representative I spoke with asked me why his coworker had asked me to run these tests, which as you can imagine was baffling and frustratingAfter more back and forth, my complaint was escalated, and I was for a third time offered an exchange on 6/After it was made clear by the European team that exchange was not an option, I tried to reconnect with Alex from the escalated American support team, at which point I was informed by the European team that Alex was on vacation, and that there was “nothing they could do” and repair was “the only option we have.” I must reiterate that the American support team knew I was abroad from the first call, and it can only be poor communication and lack of understanding of your own policies that led to this wild goose chaseIf your support agents had told me this policy, there is no way I would have gone through this week of nightmarish bureaucracy, and I find it unconscionable that I am the one who had to pay for this oversight.Secondly, in your response to my complaint you wrote “all communication and offers from both regions were done inside business hrs.” While this may look correct on paper, I must draw your attention to the countless times I was assured over the phone that I would have a response within a certain period of time, only to have to call again and again in order to prompt the team to actionMost recently I called this past Tuesday 7/at approximately 3pm CST, and was assured by my agent that I would receive an email with critical information within the hourThe next day by 9am CST I still had not received a response, and I had to call the support line and start all over againAlmost every single interaction I had with the American support team followed some version of this patternSo while this does technically fall under the umbrella of hours, I think you will agree that it represents a troubling pattern of disregard for the customerAgain, every case when I was assured of a speedy reply and then had to track it down myself represents real time and income lost, all of which added upThirdly, I would like to reiterate that after all these trials, I received my new MSP in the mail, set it up, and immediately found it contained the same exact defect as the previous oneYou are selling a defective product which is not ready for the consumer, and presenting them with an unprepared support team when they seek assistance with this malfunction.Finally, I would like to acknowledge and thank you and your team’s effort to get me support while I was abroad even though it was not your policyI was not aware that an exception was being made, and I appreciate that special careYour language on Wacom not being responsible for lost income is clear, however, my primary complaint is not the product, rather the inexcusable and completely avoidable mishandling of my case from your support teamSeeing as this has already been established as an exceptional case, I would like to ask you to reevaluate the options for compensating me for this lost time due to your poor support system.Thank you,*** ***

Sent: Wednesday, January 25, 6:PM
To: Complaints
Subject: Wacom complaint
We just filed a complaint for Wacom but now see they have now credited out accountPlease disregard complaint
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10602311, and find that this resolution is satisfactory to me
Sincerely,
Deborah Cohen-jansen

Dear [redacted] and Revdex.com member,We are sorry to see of your experience and we apologize for the misunderstanding.  During the release of the product Wacom identified an inconsistency with the ability to produce 4k signal out of the Wacom Link adapter provided with the unit and hence we had...

corrected this information inside the FAQ and any other documentation.  The 4K signal is only available when using a direct connection (USB Type-C to USB Type-C). Now that said, Wacom acknowledged this upon release and immediately started working in the production of an improved Wacom Link supporting this 4K that will be available inside September. That said, [redacted]’s case was escalated for review and resolution was produced this morning to proceed with the refund by authorizing the return of the unit passed the 30 days return policy. The original rejection for return came from our Tier 1 level of support that does not have the power to approve a return outside the first 30 days and that requested additional information to review [redacted]’s claim. This was the reason why his case got escalated and Wacom has decided to honor this request.  He was offered the replacement Wacom Link coming soon at no cost but we understand his request and respect his decision to return the product for the here involved.We have informed by email > [redacted]@gmail.com < of this process and we are providing a return shipping label to cover the shipment of the unit back to us.Best regardsWacom

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

Hello,Mr. [redacted] called in on 6/3 explaining his Cintiq Companion was no longer charging correctly. The customer support team explained this was a known issue with the charging port and that the tablet would need to be repaired. Mr. [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 issue. Wacom sent him a new power adaptor. On 7/14 he called again. He 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 10-15 business days once received by Wacom. Wacom’s repair team received the tablet from UPS tracking [redacted] on 7/7. On 7/14 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 repair. The customer called again on 7/15 asking for a status of his repair, the team again explained the repair time frame and he asked to speak with a manager. A 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 tablet. Mr. [redacted] again called on 7/17 asking for a status of the repair and the customer care team again explained our repair time frame. Repair team completed the repair on 7/20 and shipped the unit back to the customer, it arrived and was signed for on 7/22. Wacom’s repair time frame is 10-15 business days, once the unit arrives at the repair facility. Wacom offers a return policy of a product for the first 30 days from purchase. Mr. [redacted] purchased his tablet on 6/6/2014. I would like to apologize for this issue he saw with his tablet and apologize for the confusion during the repair process. As 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.

Hello,Ms. [redacted] was contacted on 7/29 with the letter below after emailing our team directly. We apologized for the receiving and return error that occurred, informed her that her refund was applied to her account on 7/28 and provided a copy of the receipt for credit, please see the letter...

below.Hello [redacted], First, I would like to apologize for the issue you have seen. The reason for the delay in receiving your credit was due to an error in our return and receiving system. I have confirmed that your credit was applied on 7/28 to the credit card that was used to purchase. I have attached a receipt of the credit, some banks can process this for 48 business hours, my guess would be your bank should have released the funds to your account by today. I again want to apologize for this situation and the frustration you have experienced with Wacom and the Customer Care Team. Please let me know if you have any further questions.

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

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 her. She should receive her tablet in the next week.

Thank you for bringing your case to our attention. I have reached out to Mr. [redacted] in email directly to resolve this issue. We will be replacing his unit with a new upgraded tablet that does not have this issue reported. I have asked him to contact me directly with any questions or concerns about...

this issue.

I tried up with [redacted] both on 12/08/2015 and on 12/09/2015, I left a voice messages and sent an emails. I have not heard back from [redacted] as of 11am on 12/10/2015. The reason for the phone calls and the emails, is to offer a solution for his issue. I'll continue to wait for his return...

call or email.

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. I have also been offered an art pen gift for my troubles.Sincerely, [redacted], Ph.D.

Hello, below is a copy of the message emailed directly to [redacted]. Due to a system error his unit was not received correctly, this has been fixed and the credit applied to his account. A receipt for credit was also sent to him, for customer privacy I am not attaching it to this claim.Dear [redacted],I...

received your message this morning and have seen the Revdex.com claim you filed. First off I do want to apologize for the frustration you have seen regarding this case. Your case was escalated to our team yesterday and we have been working with the warehouse team directly. Due to an error on our end your unit was not marked as received correctly which delayed the credit process. The error has been resolved and the credit of $1099.95 for your order of [redacted] was pushed to your bank a short time ago. I have attached to this email a copy of that receipt for the credit, your bank can take up to 48 hours to process the credit.  I am also sending a copy of this email to the Revdex.com claim as well. Again I do apologize for this frustration and error. Please let me know if you have any questions.

We are in the process of upgrading [redacted] from his [redacted] unit to a current [redacted] Companion II. He'll be getting the information via his email.

Complaint: [redacted]I am rejecting this response because:
I am currently at this point unwilling to do any more leg work without compensation from the business.  I feel that although their request is not unfair, it is currently being compounded with continuous small requests from the company that have not led to the resolution of this case.  The business seems to disregard what I am asking for, while continuing to push their agenda of how they believe this conflict should be resolved.  At this point in time I am no longer willing to accept a repair of this product, as the company has told me that they are aware of this issue with the and the breaking charging ports (which is why the warranty on this specific product has been extended).  This is the second time the charging port has broken, and is currently at an unacceptable level of attempting to get it repaired.  I do believe that this product if repaired, will be prone to the same issues that it is currently having with the broken charging port, and that is why I am currently not willing to settle for a repair anymore.  I am still asking for a new product, or a refund of my initial purchase.  I have attached the documents as requested, however I would like to no longer be contacted by the company and would like the Revdex.com to negotiate on my behalf from this point forward.To Reiterate:From Wacom:"I understand the customers frustration. We have sent a new set of shipping labels for [redacted] to use. It sounds like he has received it, but is not wanting to use it."From Customer:I have now been sent around 10-15 shipping labels, however a new shipping label does not resolve the current issue.  The company seems to completely disregard what I am currently asking for, and still thinks that I will accept a repair of this product which I will not.From Wacom:"I have also requested pictures of the shipping labels so that we can understands better what he is not getting, or what he needs. He has not sent the requested pictures yet."From Customer:I have attached the pictures, however I am tired of doing leg work without compensation from the companyFrom Wacom:"From the last part of his reply, it sounds like he is not wanting to do anything else? I’m not sure what I can do at this point."From Customer:It's not that I am not wanting to do anything else, it is that I have done enough work to get this resolved without compensation from the company.  It seems that company has disregarded what I previously said about compensation for time spent trying to resolve this case and has attempted to throw it back in my faceFrom Wacom:"What I do know is that UPS did not accept his shipment to Wacom because there was a missing form, new shipping labels were sent, as was a request of images of the labels that were received."From Customer:I attached the "missing form" which is a Customs Document which took me over 1 month to acquire from Wacom.  This missing form was attached in the documentation that was sent in the package the previous time.Sincerely,[redacted]

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 item. The item has an issue regardless of the LCD or Video control unit. As 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 market. Color 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 manufacturer. Since it did not help remedy the matter. Whether 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 incident. That is pretty much saying everyone who has made a inquiry of complaint about this model and how to fix it are liars.Sincerely,[redacted]

The customer placed the order on 03/08/2016 for one STJA328 cable - [redacted] using PayPal. The order was shipped on 03/14/2016 - with UPS 2nd Day Air shipping. Out website states that there is a two to four business day processing time required for all  orders. This order was shipped on...

the fourth day and delivered in two day via UPS. UPS Tracking [redacted]. Please let me know if you have any other questions.

The Customer [redacted] had called in and also written in on occasions to ask for help with his DTK1300 Wacom Tablet. He did not get the help he needed, and became frustrated with the back and forth questions. I have followed up with [redacted] via a phone call, and have worked up a game plan that...

includes replacing his unit. This is a direction that [redacted] is happy with. He is going to follow up with me once he has received the Wacom replacement.

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 number. In this case, we are happy to provide 2 packs of replacement nibs, free of charge, to the customer. Regarding registration,...

we do show a registered stylus under this customer's account, though it isn't required for support or warranty purposes.