xHumanware

Customer: [redacted] ***Attention ***I am sending you this letter in response to your letter dated August 31, Inyou letter you mention that you attempted to communicate with us and had notreceived any responseI do apologize however we never received anycommunication from you either by postal mail or by email.Mr [redacted] purchased his Victor Reader Stream New Generation on April 30,This product carries a year warrantyWhen the unit is shipped awarranty card is inserted in the box and information on the extended warranty isavailableA follow up letter is normally sent or months before the warrantyexpires offering the extended warranty for a or year period.On August Mr [redacted] contact our technical support department and it wasdetermined that the unit need to come to our office for repairAn RMA wasprepared and we also scheduled a call tag with UPS for them to pick up the uniton August 17th.Mr [redacted] contacted our customer service department and inquired aboutpurchasing the extended warrantyWe explained that extended warranties needto be purchased before the original warranty expires.We received an email on August from Mr [redacted] asking us to cancel theRMAWe replied that it was too late for us to cancel the call tag but that heshould tell UPS that he had decided not to send in the unitShortly after Mr[redacted] call our Customer Service Department to say that he had decided to sendus his Stream in for the repairAs we do with every customer who sends us aproduct for repair, we informed Mr [redacted] that if he decided not to have his unitrepaired once our technician had looked at it there would be a $diagnosticfeeIf the units is repaired or if a customer choses to purchase a newreplacement unit this diagnostic fee does not apply.On August 30th we received the StreamOn September 8th our technicianexamined the unit and found that the main PCB board needed to be replaced.A detailed quote for the cost of the repair was then sent to Mr [redacted] via email.He contacted our Customer Service Department on September 9th and informedus that he would be paying for the repair in OctoberThis information was put inthe repair RMA record.Once a unit has been carefully examined by our technician and the necessaryrepairs have been completed an extended warranty may be purchasedThe endday needs to follow the original warranty expiration date, example if Mr***decided to purchase a year extended warranty the end date would be April 30thIf he still wanted the years extended warranty it would be extended toApril 2018.The price is $for one year or $for two yearsI strongly recommend that,since we are already close to months in the 2nd year of this unit's existence,that only a one (1) year extended warranty be purchasedThe extendedwarranty would need to be purchased before the unit is shipped back to thecustomer.I have enclosed a copy of the original invoice and a copy of the quotes, 1without the extended warranty, one with year extended warranty and with a 2year extended warrantyI will also send a copy of this letter and the encloseddocuments via email to Mr***.Please do not hesitate to contact me if you need any additional information.SincerelyFrancine C [redacted]

Customer: [redacted]Attention [redacted]I am sending you this letter in response to your letter dated August 31, 2016. Inyou letter you mention that you attempted to communicate with us and had notreceived any response. I do apologize however we never received anycommunication from you either by...

postal mail or by email.Mr. [redacted] purchased his Victor Reader Stream New Generation on April 30,2015. This product carries a 1 year warranty. When the unit is shipped awarranty card is inserted in the box and information on the extended warranty isavailable. A follow up letter is normally sent 1 or 2 months before the warrantyexpires offering the extended warranty for a 1 or 2 year period.On August 15 Mr. [redacted] contact our technical support department and it wasdetermined that the unit need to come to our office for repair. An RMA wasprepared and we also scheduled a call tag with UPS for them to pick up the uniton August 17th.Mr. [redacted] contacted our customer service department and inquired aboutpurchasing the extended warranty. We explained that extended warranties needto be purchased before the original warranty expires.We received an email on August 17 from Mr. [redacted] asking us to cancel theRMA. We replied that it was too late for us to cancel the call tag but that heshould tell UPS that he had decided not to send in the unit. Shortly after Mr.[redacted] call our Customer Service Department to say that he had decided to sendus his Stream in for the repair. As we do with every customer who sends us aproduct for repair, we informed Mr. [redacted] that if he decided not to have his unitrepaired once our technician had looked at it there would be a $95 diagnosticfee. If the units is repaired or if a customer choses to purchase a newreplacement unit this diagnostic fee does not apply.On August 30th we received the Stream. On September 8th our technicianexamined the unit and found that the main PCB board needed to be replaced.A detailed quote for the cost of the repair was then sent to Mr. [redacted] via email.He contacted our Customer Service Department on September 9th and informedus that he would be paying for the repair in October. This information was put inthe repair RMA record.Once a unit has been carefully examined by our technician and the necessaryrepairs have been completed an extended warranty may be purchased. The endday needs to follow the original warranty expiration date, example if Mr. [redacted]decided to purchase a 1 year extended warranty the end date would be April 30th2017. If he still wanted the 2 years extended warranty it would be extended toApril 30 2018.The price is $35 for one year or $60 for two years. I strongly recommend that,since we are already close to 6 months in the 2nd year of this unit's existence,that only a one (1) year extended warranty be purchased. The extendedwarranty would need to be purchased before the unit is shipped back to thecustomer.I have enclosed a copy of the original invoice and a copy of the 3 quotes, 1without the extended warranty, one with 1 year extended warranty and 1 with a 2year extended warranty. I will also send a copy of this letter and the encloseddocuments via email to Mr. [redacted].Please do not hesitate to contact me if you need any additional information.SincerelyFrancine C[redacted]