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Hi Geckoking,

First off let me make it clear to everyone, there are NO refurbished units. No refurbished parts, nothing is reused. There never have been nor will there ever be any.
The reason we ask for devices to be returned to us is so we can learn from units that have reported defects.
They are cleaned and disassembled so we can determine if it’s a manufacturing issue or if it’s a design issue. Once we determine the cause of the problem, the devices are destroyed.

It sounds like the second device you received may have some manufacturing issues. Please contact customer support for another replacement device.
We stand behind the product and want to make sure everyone is happy with their device.

Thanks
RealTouch
Please visit the Official RealTouch Forum
http://forum.realtouch.com

Geckoking please see your private messages and get back to me. Thank you.

Hi RealTouch:

Thanks for the clarification.

Can you answer a couple of questions for us, please.

You say that the returned devices are cleaned and examined. I would assume they are cleaned for safety reasons because you don't know whether or not the returnee cleaned them.

But when I recently asked a customer service rep online whether or not there were any special shipping instructions, they said there were none.

Question #1 - If you don't know whether or not the devices people are shipping back are clean and there are no warning labels (handle with care, potential health hazaard, etc.) on the shipping materials, how are postal workers and other people's mail protected from potential exposure from boxes that may be damaged or pierced during shipping?

Question #2 - You say the returned devices are destroyed after inspection. I would guess there are likely health department regulations that define the disposal of products that could contain blood-born pathogens. Can you provide information on how and where the devices are destroyed?

Thanks very much.

(03-18-2010 10:59 PM)Realtouch Wrote: [ -> ]Hi Geckoking,

First off let me make it clear to everyone, there are NO refurbished units. No refurbished parts, nothing is reused. There never have been nor will there ever be any.
The reason we ask for devices to be returned to us is so we can learn from units that have reported defects.
They are cleaned and disassembled so we can determine if it’s a manufacturing issue or if it’s a design issue. Once we determine the cause of the problem, the devices are destroyed.

It sounds like the second device you received may have some manufacturing issues. Please contact customer support for another replacement device.
We stand behind the product and want to make sure everyone is happy with their device.

Thanks
RealTouch
Please visit the Official RealTouch Forum
http://forum.realtouch.com

Hello? Any answers on this from the CSR's?

(04-05-2010 12:50 AM)speakerz Wrote: [ -> ]Hello? Any answers on this from the CSR's?

They only asked for my tower back not the unit itself.