Wiltronic Corporation

To whom it may concern; [redacted] contacted I View Customer support in regards to her Maximus laptop requesting a repairShe stated that it was not working properly and that she would like it to be “repaired or replaced” [redacted] was issued an RMA number along with the shipping instructions and the cost of the repair on 4/11/ [redacted] was displeased that we require a minimum payment of 25$ to proceed with the repairShe had purchased an extended care plan through Wal-Mart which only covers accidental damage such as drops, spills, cracked screens and power surgesWal-Mart sends the customer to the manufacturer for all other repairs [redacted] ’s product was purchased 8/9/2016, this means that the grace period of months has expired and the fee is now required [redacted] was asked what can be done to appease the situation and she ignored our prompt and filed a complaint through the Revdex.comI View left a message for her at 12:pacific time on 4/12/asking how we can help her at this point I View is willing to repair the laptop; [redacted] will be responsible for sending the item to I view using the RMA number and instructions issued to her

I am rejecting this response because: I have been waiting on the material from this companyI never received itIt's been over a month and still no instructions or packaging materials to ship it inNo I didn't agree with paying the cost of shipping but I am willing to in order to have the laptop repaired

Initial Business Response /* (1000, 8, 2015/11/17) */
Honestly this has been a misunderstandingWe apologize for thatWe have been extremely busy doing projects that require urgent actionWe will take actions to the person who was responsible for not helping Mr*** during the time he
contacted us and we are more than welcome to help Mr*** and resolve his matter

I am rejecting this response because:
I reject their offer. I am not paying more money to fix a computer

Hi ***, Sorry for the late update on the case ***We do not give prepaid labels or packaging materials to our customers whether they’re under warranty or notIf a customer is under warranty, we waive the return shippingWe waived the return shipping fee for the customer in this case since she is under the warrantyThank you so much for your assistance with this case! Best Regards, iView Support

Initial Business Response /* (1000, 8, 2015/09/15) */
Contact Name and Title: ***, Technician
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@iviewUS.com
Our manufacturer's warranty is only good for year, which makes her tablet out of warrantyBecause of this, we cannot exchange or
refund the tablet
Despite being out of warranty, we offered to have her ship her tablet to us and completely replace the inflated battery at no extra cost to her (the only thing she would pay is to ship to us)She is hesitant to ship her tablet due to sensitive data that she wanted to eraseShe is refusing our offer and is instead demanding a replacement or a refund
Initial Consumer Rebuttal /* (3000, 10, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response indicates that they know that their product has a battery that will inflateSo they also know the harm it could causeNo where on the package is their a statement indicating that after the warranty is ended, the battery might inflateHad I known, I would not have brought the merchandiseThey now say they have one that does not inflate, ok I will take thatMy pad was used to transfer and hold sensitive information and pass code for other businesses, I would be violating, my agreement with them, if I exposed their info to another business

Hi [redacted],   We're writing from Wiltronic Corporation in response to the case ID  [redacted] to see if any resolution is available for us and our customer. Please take a look at the letter below:     The customer contacted one of our customer service representatives stated that the...

laptop began to have issues as soon as she started using it. She said she could not use the applications and the screen is not functioning. From our best understanding we determined that it is the firmware that has issues and reinstalling the firmware will most likely resolve all the issues. In addition, we offered to repair her laptop and all she has to pay is the shipping fee not including return shipping since she is under our one year manufacturer warranty. According to the warranty, any device purchased from any vendor other than us (Wiltronic Corporation) is only entitled to repair. Furthermore, if a customer have an iView product that needs repair he or she must have it for less than a year but also less than three months starting at the purchase date to be eligible for free return shipping and repair (parts and labor). The customer don't trust us with the repair since she said her laptop was working only under a few months.   We appreciate your time and look forward to hear from you soon. Thank you very much!     Best Regards,     Customer Service   Wiltronic Corporation

To whom it may concern;
[redacted] contacted I View Customer
support in regards to her Maximus laptop requesting a repair. She stated that
it was not working properly and that she would like it to be “repaired or
replaced”. [redacted] was issued an RMA number along with the shipping...

instructions
and the cost of the repair on 4/11/17.
[redacted] was displeased that we require a
minimum payment of 25$ to proceed with the repair. She had purchased an
extended care plan through Wal-Mart which only covers accidental damage such as
drops, spills, cracked screens and power surges. Wal-Mart sends the customer to
the manufacturer for all other repairs.
[redacted]’s product was purchased 8/9/2016,
this means that the grace period of 3 months has expired and the fee is now
required. [redacted] was asked what can be done to appease the situation and she
ignored our prompt and filed a complaint through the Revdex.com. I
View left a message for her at 12:42 pacific time on 4/12/17 asking how we can
help her at this point.
I View is willing to repair the laptop; [redacted]
will be responsible for sending the item to I view using the RMA number and
instructions issued to her.

I am rejecting this response because: I have been waiting on the material from this company. I never received it. It's been over a month and still no instructions or packaging materials to ship it in. No I didn't agree with paying the cost of shipping but I am willing to in order to have the laptop repaired.