MailQuick

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be the easiest way to end the matter

Response to Genesis Christian School,See attached documents from Genensis Christian School and On Demand's response to their letter. The customer purchased a used *** *** *** which is discontinued. The customer was fully aware of at the time of purchase that the machine was
being discontinued. All the documentation provided to the customer clearly states that. On Demand has gone above and beyond and upgraded their machine as the part that was needed was no longer available due to the machine being discontinued. We upgraded them to a *** *** *** The customer purchased the used *** *** for $and On Demand upgraded them to the 300ci which costs around $9950.00. On Demand's technicians on numerous occations tried to contact the Administrator and the Head Master Principle to discuss potential upgrades to better suit their needs for thier school. We offered Genesis Christian School to upgrade to either a Sharp or a *** *** which would be better suited for the customer needs. (Technical responses) Our technicians were unsuccessful in communicating with the customer as they never returned phone calls and emails. In Novermber 2014, we received service calls regarding copy quality and fax issues. On Demand serviced thier copier to address both issues which we resolved. We replaced a drum to help with the copy quality issue and recalibrated the machine which resolved the copy quality issue. They were able to recieve faxes but not send. When faxing, this is normally a phone line issue that has to do with your phone provider. On Demand's technicians checked their phone line connection and fixed thier faxing issue and were not charged for this added expense. Again we would like to address any phone line problem is due to your phone line provider. However, our technicians went above and beyond their duties to help resolve their issues."This is not s standard operating procedures for our technicians to check business phone lines. Phone lines are the responsibility of the customer to check prior to a technician arriving to the customer location." Again, On Demand's technicians went above and beyond for our customers.As far as the technicians not showing up on calls, there were numerous communication issues which they did show up but no one was there to recieve them. Our technicians labor has not even been taken into consideration as the person (Suzette or Michelle) were not at the location to service the equipment.The attached documents does not indicate that Genesis Christian School was unhappy with On Demand's service. They were just informing On Demand of non-renewal. At this point, On Demand decided to accept their non-renewal and terminate their contract per our Terms and Conditions (Section #15) in our Service Contract. We also would like to address the fact that the toner was included in their service contract, so Genesis Christian School was never obligated to pay for toner (it is included per agreement).Genesis Christian School decided to go with a different service dealer.When purchasing copiers, sometimes customers don't take into consideration the true volume that they would need for their business. Instead they try to save a few dollars and end up over working the equipment which can cause problems on its own. This is why we try to assess their needs prior to purchase, but ultimately its the decision of the customer

Date Sent: 8/25/2015 10:53:52 AMResponse to Genesis Christian School,See attached documents from Genensis Christian School and On Demand's response to their letter. The customer purchased a used [redacted] which is discontinued. The customer was fully aware of at the time of purchase that the machine was being discontinued. All the documentation provided to the customer clearly states that. On Demand has gone above and beyond and upgraded their machine as the part that was needed was no longer available due to the machine being discontinued. We upgraded them to a [redacted] The customer purchased the used [redacted] for $4350.00 and On Demand upgraded them to the 300ci which costs around $9950.00. On Demand's technicians on numerous occations tried to contact the Administrator and the Head Master Principle to discuss potential upgrades to better suit their needs for thier school. We offered Genesis Christian School to upgrade to either a Sharp 4141 or a [redacted] which would be better suited for the customer needs. (Technical responses) Our technicians were unsuccessful in communicating with the customer as they never returned phone calls and emails. In Novermber 2014, we received service calls regarding copy quality and fax issues. On Demand serviced thier copier to address both issues which we resolved. We replaced a drum to help with the copy quality issue and recalibrated the machine which resolved the copy quality issue. They were able to recieve faxes but not send. When faxing, this is normally a phone line issue that has to do with your phone provider. On Demand's technicians checked their phone line connection and fixed thier faxing issue and were not charged for this added expense. Again we would like to address any phone line problem is due to your phone line provider. However, our technicians went above and beyond their duties to help resolve their issues."This is not s standard operating procedures for our technicians to check business phone lines. Phone lines are the responsibility of the customer to check prior to a technician arriving to the customer location." Again, On Demand's technicians went above and beyond for our customers.As far as the technicians not showing up on calls, there were numerous communication issues which they did show up but no one was there to recieve them. Our technicians labor has not even been taken into consideration as the person (Suzette or Michelle) were not at the location to service the equipment.The attached documents does not indicate that Genesis Christian School was unhappy with On Demand's service. They were just informing On Demand of non-renewal. At this point, On Demand decided to accept their non-renewal and terminate their contract per our Terms and Conditions (Section #15) in our Service Contract. We also would like to address the fact that the toner was included in their service contract, so Genesis Christian School was never obligated to pay for toner (it is included per agreement).Genesis Christian School decided to go with a different service dealer.When purchasing copiers, sometimes customers don't take into consideration the true volume that they would need for their business. Instead they try to save a few dollars and end up over working the equipment which can cause problems on its own. This is why we try to assess their needs prior to purchase, but ultimately its the decision of the customer.

Please note that MailQuick has attached a copy of Return Policy that customer received[redacted]Please note there was a...

credit issued to the customer's card on 3/26 (minus a restocking fee, due to the defacement of the product upon receipt into our warehouse).-3/26/2015 credit issued to card on file minus 35% restocking fee as carton was defased Transaction yhst-[redacted]-man-[redacted] Credit 57.85Card xxxxxxxxxxxx1739   xx/xxxxAddress Info     [redacted]Result OKDetailsInvoice = [redacted]Please note on 3/3/2015 customer stated that technician charged $150, and this price was changed in their complaint.-3/3/2015 customer installed ulti mail and machine did not reconise cartridge. Customer said F.P. Tech came out to service machine and he cleaned machine $150.00 customer did not -want a replacmeant cartridge -- Per CSR[redacted]Please note customer refused to allow us to replace cartidge at no cost to the customer OR to upgrade customer to OEM cartridge (as offered in email below)-- Below is a copy of the RMA Email sent by MailQuick CSR to customer on 3/3/2015: Please note it states that product must be returned in "like new condition"Dear Valued Customer:  PLEASE READ  ATTACHED . Please send the item back, using the RMA Number [redacted] that was given to you . Please return the package, including a copy of the invoice, with the RMA Number [redacted] written  the outside of packaging box not MFG box's second shipping box ,on it. Send the item back to  2650 Fountain View Drive Return 140 Houston TX  77056 In order to process your return, please make sure to have all of the original packaging including the manufacturer's box with the UPC Code attached to the box. If you do not have the original packaging, the manufacturer's box, or if the your return will not be processed. Once we receive it, we will ship your replacement within 7-10 days provided that this item is in stock. Once Item has been received product will be inspected, if the product is defaced there will be a charge to the credit card in the full amount the product must be in new like condition .Keep in mind shipping is not included. Products must be returned with in 7 to 14 business days.Name  Code  Qty  Unit Price  Options Ulti Mail Inkjet Cartridges (pack of 2) FP-Mailing-Ultimail-Ink  1  89.00    Subtotal  89.00   FPULTIMA...⇄ CARTRIDGES BRAND $199.00  can also be purchase or the difference can be deducted $110.00 if you would care to purchase FP brand going forward .Please Note: to place your original product  inside of manufacture box then Placed into shipping box and the RMA Number [redacted]  must be Written on the outside of shipping box. Not on the manufacture box.Order Number: RMA#[redacted]Thank you for your business.Please see above for MailQuick' s Return Policy'sMailquick.com Service DepartmentCurrently On Demand . Inc.Thanks again for choosing mailquick.com. We appreciate your business.3/26/2015 credit issued to card on file minus 35% restocking fee as carton was defased

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be the easiest way to end the matter.