Ultra Solutions, LLC

Good morning I am sending this response to Miriam Carmona and Scott [redacted] Based on Mr [redacted] 's response, the previous offer to pay for the cost of the hard drive ($250) is "off the table" We have attempted from the beginning to resolve this issue when Mr [redacted] brought it to our attention Diagnosing an issue from over miles away is always difficult, but from the beginning we put tremendous resources in place to resolve the issue quickly In the end, Mr [redacted] voided his warranty by having a third-party work on the ultrasound system without Ultra Solutions approval This is stated clearly on all of our paperwork Secondarily, Mr [redacted] supposedly spent almost $to have the hard drive installed on a system that cost $ That makes zero sense With the cost of the hard drive at $and the average hourly rate for a field service technician at $175/hour, that would mean that the unauthorized third party field service company spent 10-hours on the system? The literal cost of the hard drive is $and would have been resolved if Mr [redacted] would have allowed the process to work On behalf of the 45+ employees at Ultra Solutions that take great pride in their work and the quality of our products, I am sorry there will not be a satisfactory resolution for the customer Best,Sterling PelosoPresident & CEOUltra Solutions, LLC

I am rejecting this response because: Miriam, thank you for your help on the phone I did call the Revdex.com after receiving the "offer" from Ultra Solutions but left messages on the Mediation center option I am absolutely rejecting the companies pathetic response I emailed them a dozen times ( would be happy to forward those to you if it would help,) and called and spoke to their engineer They tried to blame the issue on my probes The company that sold me the probes said it sounded like a hard drive issue ( and offered to sell me a different ultrasound.) I contacted Hitachi, the manufacturer of the Aloka ultrasounds, they said it was likely a hard drive or software issue but would need to send out a service technician to evaluate, if a hard drive cost estimate was $ I called the company I had bought my first ultrasound from, they said it was a hard drive issue, also I emailed Ultra Solutions and spoke to the engineers and all the wanted to do was check my probes never did they offer to have someone come and check my machine Not satisfied I asked the company I had bought my previous machine to come look at my new machine since they are not far from my business They confirmed it was a hard drive, repaired it and I had my machine running in less than hours Only after I had the machine fixed and notified Ultra Solutions did they say they could have fixed it for $100, then offered $after I made y complaint While it may be true that a hard drive itself only costs $100-250, you can't just swap it out, it has to have the soft ware loaded and programmed properly [redacted] DVM

I am rejecting this response because:
Miriam, thank you for your help on the phone.  I did call the Revdex.com after receiving the "offer" from Ultra Solutions but left messages on the Mediation center option.  I am absolutely rejecting the companies pathetic response.  I emailed them a dozen times ( would be happy to forward those to you if it would help,) and called and spoke to their engineer.   They tried to blame the issue on my probes.  The company that sold me the probes said it sounded like a hard drive issue ( and offered to sell me a different ultrasound.) I contacted Hitachi, the manufacturer of the Aloka ultrasounds, they said it was likely a hard drive or software issue but would need to send out a service technician to evaluate, if a hard drive cost estimate was $4000.  I called the company I had bought my first ultrasound from, they said it was a hard drive issue, also.  I emailed Ultra Solutions and spoke to the engineers and all the wanted to do was check my probes.  never did they offer to have someone come and check my machine.  Not satisfied I asked the company I had bought my previous machine to come look at my new machine since they are not far from my business.  They confirmed it was a hard drive, repaired it and I had my machine running in less than 2 hours.  Only after I had the machine fixed and notified Ultra Solutions did they say they could have fixed it for $100, then offered $250 after I made y complaint.  While it may be true that a hard drive itself only costs $100-250, you can't just swap it out, it has to have the soft ware loaded and programmed properly.     [redacted] DVM

Dear Miriam: We received your complaint #12187651 on June 7, 2017. I am familiar with this customer and this issue having worked with our Account Executive Brian Gorman and my team of 45 employees to resolve this issue. Having reviewed Mr. [redacted]'s "statement" he is accurate to state that there...

was an initial issue with his Aloka SSD-3500 ultrasound machine. Even though we have a thorough QA process and test every machine before shipment, there are parts and other issues that arise during transport. Brian Gorman received correspondence from Mr. [redacted] in late April that his probes were not functioning correctly on the system. We immediately gathered our group of engineers to diagnose the issue via phone. Our initial diagnosis was that his own probes were causing the issue. From that call Mr. [redacted] was going to send us his probes for a free evaluation. That was the last that we heard from the customer until Mr. [redacted] contacted Brian Gorman to let him know that he had "another company" evaluate and repair the system. The issue turned out to be a faulty hard drive (cost: $250). As is stated clearly in our sales quotes is "warranty is void if Ultra Solutions warranty seal(s) are broken/removed or part serial tag and/or label is broken/removed". This repair broke those seals and therefore invalidates the warranty. At Ultra Solutions we pride ourselves on providing "world-class quality and customer care". Mr. [redacted] removed us completely from the process of resolving this issue by contacting a third party provider. As a good-faith gesture to ensure that Mr. Miriam is made whole, we will offer reimburse him for the part cost only for the hard drive. A hard drive for the SSD-3500 would be $250.00. In no way are we obligated to make this offer and there will be no other offer made. Best Regards, Sterling Peloso President & CEO Ultra Solutions, LLC [email protected]  Phone: ###-###-#### 1137 E. Philadelphia St. Ontario, CA 91761 www.ultrasolutions.com

Good morning.  I am sending this response to Miriam Carmona and Scott [redacted].  Based on Mr. [redacted]'s response, the previous offer to pay for the cost of the hard drive ($250) is "off the table".  We have attempted from the beginning to resolve this issue when Mr. [redacted] brought it to our attention.  Diagnosing an issue from over 2000 miles away is always difficult, but from the beginning we put tremendous resources in place to resolve the issue quickly.  In the end, Mr. [redacted] voided his warranty by having a third-party work on the ultrasound system without Ultra Solutions approval.  This is stated clearly on all of our paperwork.  Secondarily, Mr. [redacted] supposedly spent almost $2000 to have the hard drive installed on a system that cost $3500.  That makes zero sense.  With the cost of the hard drive at $250 and the average hourly rate for a field service technician at $175/hour, that would mean that the unauthorized third party field service company spent 10-hours on the system?  The literal cost of the hard drive is $250 and would have been resolved if Mr. [redacted] would have allowed the process to work.  On behalf of the 45+ employees at Ultra Solutions that take great pride in their work and the quality of our products, I am sorry there will not be a satisfactory resolution for the customer.  Best,Sterling PelosoPresident & CEOUltra Solutions, LLC