Wacom Technology Corporation

Hello, The Wacom Cintiq Companion offered a 1 year warranty. During the Warranty time, Wacom did identify an issue that less than 4% of users reported. The issue reported was that the charging port on the tablet failed during use and the unit would no longer charge. Wacom extended the warranty...

for customers an additional two years for this charging port related issue. Ms. [redacted] bought her tablet in December of 2013. The tablet is now outside of the 3 year warranty period for this issue, which is why she was provided a repair quote by our support team. However her unit has not been repaired previously and we would like to offer Ms. [redacted] a warranty repair of her tablet. We 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 you. First I would like to apologize for the frustration you have seen in this case. The Cintiq Companion did have a charging issue with the original port on the unit reported by less than 4% of customers. Wacom extended the warranty for these units an additional 2 years past the normal 1 year warranty for this issue. Since your unit is now outside of that 3 year warranty, this is why you were given the repair cost quote. However looking into your case history. I see that you have not had the unit repaired before, so it still has the original power port. I would like to have the unit in and repaired for you under the warranty. I will also create a UPS shipping label for you to cover the cost of shipping back to Wacom. To set this up can you please confirm your shipping address and phone number. I will then create the RMA and shipping label for you to have the tablet in and repaired. Please make sure to back up all data on the tablet. If 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.

Dear [redacted] and Revdex.com member. Thank you for message. We are sorry to see that your experience was not what you had expected. Below, we will expand more in detail the involved and interaction for the here quoted: The order [redacted] was placed on 06/01/2017 and arrived to her hands on...

06/08/2017 (UPS [redacted]).     Her inquiry for the quoted Case: [redacted]-[redacted] was sent on Friday 6/23/2017 and on Tuesday 6/27/2017 inside 48 business hrs. a reply was provided by one of our representatives. Inside the next 48 hrs, some troubleshooting steps and further communication had taken place to overcome the technical issues. On 6/29/2017 it was confirmed to be an issue with the built of the Operative System in her unit and she was offered a unit replacement, inside her reply she said to be outside the region of purchase, more precisely in Germany.     At this point, it is worth to mention that the warranty of the device only applies to the region of purchase, hence the American region in her case. Nonetheless this was skipped to extend a hand and help her out.  By then our Europe team in Germany offered to repair the unit against a replacement as per Europe policies and along with this, shipping charges were to be covered by Wacom Europe to the repair destination center in Germany. With this offer, it was mentioned that she still had the opportunity to take the unit replacement offer inside the US if of her desire. From the offered replacement inside the US all communication and offers from both regions were done inside 72 business hrs.  At this point on 07/03/2017, Ms. [redacted] had declined the offer outside the region of coverage in Europe and decided to return the product for credit to the US. She said that she disagreed with the offered and was going to submit a claim here (Revdex.com).  Inside the same day (07/03.2017), [redacted] (a relative of [redacted]) had called to our US customer support line to process the return of the unit and for this reason a return order (RMA) was provided along with instructions to return the defective unit. Later, on 7/11/2017, she mentioned she was sending the unit from abroad to the US for the return of the credit. ·         it is worth to mention that Wacom, in the case of failure inside the first 30 days of purchase, Wacom take care of shipping charges by providing a shipping label as long as the return is done from inside the country of purchase and for a claim submitted inside the first 30 days of purchase. --- To address her direct request after expanding on her case. Inside the next link, the warranty for the Cintiq Pro model she had purchased can be found: http://www.wacom.com/-/media/wacomdotcom/files/store-warranties/cintiq%2...⇄ Quoting below for point 5.2 inside page 5:- Limitation of Liability. In no event will either party be liable for any and all indirect, incidental, special, consequential or punitive damages, or damages for loss of profits, revenue, business, savings, data, use or cost of substitute procurement, incurred by either party or any third party, whether in an action in contract or tort, even if the other party has been advised of the possibility of such damages or if such damages are foreseeable. The parties acknowledge that the limitations of liability in this Section 5.2 and in the other provisions of this Agreement and the allocation of risk herein are an essential element of the bargain between the parties, without which Wacom would not have entered into this Agreement. Wacom's pricing of the Products reflects this allocation of risk and the limitation of liability specified herein. Wacom's liability under this Agreement or in any way related to the Software shall not exceed the amounts actually paid by you for the Product. You are required to keep the invoice or any other documents which prove the amount you actually paid for the Product. Notwithstanding the above, nothing in this Agreement limits Wacom's liability to You to the extent arising out of any willful or grossly negligent misconduct on the part of Wacom. -With all this said, Wacom had offered a unit replacement and at the time assistance with a repair outside of the region of warranty and purchase. The return policy has been honored as per her request to return the unit for full credit and hence Wacom cannot accept such request. We are sending an email out to her from the Case here quoted to inform her of this message. Best regards Wacom

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]

The customer did call in on 04/24/2017 - and she was quoted $675 for the repair. The Companion II's - [redacted] has a one year warranty from the date of purchase. The tablet was purchased on 03/11/2015. I'm going to go ahead and setup a Warranty repair for the customer.

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 order. I am...

responding to you through email and online to your Revdex.com Claim. Your 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 2-4 days to process as stated on our website. However, that is the maximum time and can be much faster as was the case with your order. The 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 done. Please feel free to contact our support team and ask for a manager if you would like to discuss this issue more. As the unit will be delivered on time with 2nd day shipping we are not issuing a refund for the cost as this time.

It has been a challenge to get the customer to send the required document that will allow the tablet to pass through customs on his side. The table was sent to Wacom, and the Commercial Invoice was either not included or UPS chose to ignore it (as sometimes happens. Wacom was on the phone with...

the customer yesterday, he was very frustrated that the process has taken so long and we agree. We have another set of shipping labels that are on the way to the customer, that include the shipping label, commercial invoice, and lithium battery warning label that UPS requires that we use.
We also asked him yesterday to take a picture of the package so we can see if the Commercial invoice was placed on the package. If it was used and UPS sent it back to him, we can follow up with UPS on that. We have not received the requested picture of the shipping labels yet.

Dear Revdex.com and [redacted], User [redacted] called in on 6/29/17, inside that same day the resolution was provided. He shared for review as a proof of purchase, a screenshot of an email "Order confirmation" from an eBay seller that is not an authorized one, and does not follow the proper...

distribution channel for quality assurance.  The item he ordered was a PTH651 (an Intuos Pro medium), this item retails new for $349.95 (currently no longer for sale due to the release of a new generation of Intuos Pro). The amount paid to this seller for this product was $235. Besides confirming this seller as non-authorized one, the price margin suggest this to be an used, open box   unused but second hand product or else other than a new unit.  That said, in order to process a warranty the invoice must be validated to be from a valid source, meaning an authorized reseller and this is not the case. The warranty cannot be validated as the origin and condition of the unit is unknown to Wacom.That said, Wacom is more than happy to provide out of warranty service as long as this is an optional service for this model. In this opportunity, we'll be more than happy to provide a one time exception to repair the unit back to a functional state as it has no previous history of repairs. The repair itself will have 90 days warranty and it is independent from the product factory warranty. Like stated before, it is not valid as the distribution origins of this unit is unknown and cannot be validated.We have sent an email to [redacted] with this exception offer, minutes before this reply and we'll be sending the steps to send the unit in for repair. Best regardsWacom

Mr. [redacted] has been working with our repair team through phone and email. Per the Wacom policy for these tablets our repair team will try and repair the customer's unit first and replace if unable to repair. We have reached out to Mr. [redacted] and explained this process, we have also offered him a...

replacement to the upgraded Companion 2 tablet so that he does not see this issue again. His case number is [redacted].

Dear Revdex.com and [redacted],   The unit involved was purchased and shipped in mid January of 2015. User [redacted] reached out first in Oct 2015 having some issues to calibrate her pen. Something standard and part of setting up the tablet for proper use. She was walked through this simple calibration...

step and no further action was needed nor she reached back for assistance in this regards Later on Jan 2016, user [redacted] reached out having some settings related issues for displaying menu bars from one screen to the other. It was suggested to be a possible video setting issue on her computer. Nothing related to hardware. No further action nor communication happened after this. On April 2016, while [redacted] was outside of the warranty for about 3 months.   She reached out to us and expressed that she had some issues with the screen going off in a random way. Sometimes she had to disconnect all and restart the unit and reconnect for it to work, as she expressed.  For this reason, the inquiry was escalated for review and for further steps, an email was sent out to clarify some information but no answer was provided back to us and the case was closed some days after due to this.   In parallel to this inquiry, she had reached out through another support ticket where one of our representatives suggested to replace the original 3-in-1 cable as the issues were pointing to an intermittent connection and the weakest link on the chain would be the 3-in-1 cable that carries both, video and power signal to the unit and this step would have helped isolate the need of a repair.   According to our records, later on September 2016, an order for one 3-in-1 cable was placed and shipped to [redacted] (Order [redacted]) On July of 2017, about 10 months later, she reached out again while having some issues with the cable and trying to get this one replaced. With suggests for the time between reaching out that the cable was the issue.  Unfortunately, this cable is out of stock and will be for another 10 days from the date of this reply.  With all that said, the connectivity issue started 3 months while user [redacted] was already outside of the warranty.  Previous communication was for different reasons, software/settings related.  On the other hand, our return policy applies for the first 30 days from the date of purchase and hence we cannot provide such option at this point in time.   However, since she had the unfortunate timing to land between dates where this cable was out of stock and to extend a hand, Wacom will be more than happy to bring the unit in for a one time repair exception at no cost and resolve this connectivity issue after inspecting the unit in our repair center. Along with this reply, we have sent an email out to [redacted] to share this message and clarify the basic information to start the process of this repair exception. Best regards Wacom

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 3 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 issue. I 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]

The customer sent an email to Wacom on March 10, 2016, letting us know that he had received an refurbished tablet when he should have received a new tablet – PTH451, as that is want he ordered ([redacted]).
On March 11, the agent sent an email requesting pictures of the product and the box...

showing that it is a refurbished tablet and not new. Those were never received, the agent moved ahead with replacing the product, and at the same time, our shipping department was close for a week and a half while updating our global shipping system. Then the system came back up a few RMA’s were not automatically processed, [redacted] was one of them.
We found the error and are shipping Mr. Wu the tablet he ordered (a new PTH451) along with a componentry Art Pen ($99.95). The tablet is being shipped with UPS Next Day air and should go out on Monday.

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

Dear Revdex.com,
 
I would like to reply to the complaint number [redacted], regarding the defective Wacom Cintiq Companion. I took some time to evaluate the replacement and make sure it was up to standards, and I am satisfied with the company's action. I 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]

The customer was having issues with Touch and with the Pen. The Wacom agent that he was working with created an Exchange RMA to exchange the unit. The customer was also given a UPS shipping label, so that he would not need to pay for shipping the large display back to us. A case was created...

[redacted]

[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 Revdex.com complaint you issued online as well.[redacted]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.[redacted]

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 issue. They 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.com. I stated on my complaint that sending another unit would not resolve the issue, but the company did that anyway. I 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.

We have reached out in email to [redacted], to apologize for her experience with Support and the product. In 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 issue. Once [redacted] confirms her shipping address and phone number in...

email we will set up the refund and repair process.

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.

Complaint: [redacted]I am rejecting this response because:
1)  The proposal is actually a downgrade from the machine I purchased, which had...

258 GB and cost 1,999.00 to a machine with only 125GB that cost 1,500.00. .
2)I have no faith in the Cintiq companion line. I forwarded Wacom a link to their own website where several users report similar issues with their Cintiq Companion 2's. [redacted]
[redacted]
3) When I purchased my Companion I had the option to spend the money on the companion or a cintiq graphics display. I chose the companion, but they have since demonstrated they are willing to sell the companion regardless of malfunctions. The Cintiq Graphics Displays have been out for years without incident. I 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 complaint. I see from the Revdex.com website that users were able to get a full refund far past the 30 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]

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 charge. The product the customer has is a DTHW1300L, the customer paid $1,649.00. Wacom will pay for shipping, so there will be no cost on the side of the customer. This offer was also made to [redacted] through our Case Management system.