April 5,
Revdex.com Euclid Ave., 4th floor Cleveland, OH 44115-
Reference: ***
This letter comes to you in response to our customer's complaint referenced aboveHere is our rebuttal to said customer's complaint:
The
customer called on February 23, All calls that are initiated through a phone number published on the internet are recorded and the customer is made aware of that before the call is connectedThe customer states that *** gave her our phone numberWe are assuming that she went into *** *** and spoke to their *** ***She explains that there is a problem with the printhead and she either cannot get to it or cannot replace itShe clearly states that the printhead is cloggedShe needs someone to come out and clean it because she cannot get to itShe was quoted $for service (time, travel, labor, service and cleaning)Our service call does not include parts and/or supplies and she mentions that if she needs parts she can get them from AmazonShe states that the red prints orange and the green prints teal and she only noticed a problem when she printed a picture of a stop lightWe ask if she wants to schedule service and she doesWe take her contact information and schedule the callOur advertisement on the Internet clearly states that we do not perform service on ink jets, not because we are not qualified, just that they can be time consumingWe don't advertise inkjets but should a customer call even after seeing our on-line advertisement, we will service the unitOur on-line advertisement also does not state that we are authorized in repairing any brandTo be authorized, you have to go through special training with a particular manufacturerWe do, however, state that we service most makes and models and *** ** a brand we serviceWe are not sure where this customer is obtaining her information that we DO NOT work on her particular brandWe never misled the customerWe explained to her we were not an authorized service provider and NEVER represented ourselves as suchThat does NOT mean we DO NOT service her particular brandShe came to us, was invoiced for the service, signed the invoice and paid in cash for services rendered prior to our departure of her homeIt clearly states on the invoice she signed that we performed an overall cleaning...pressure cleaned the printhead...could not test because she did not have a magenta or black cartridge on handThe technician did tell her that if after she received the magenta and black cartridge she was still having a problem, we could bring the unit into the shop and soak the printheads which was the next step in cleaningThis would not be a free service but she would be charged some additional in-shop laborShe did call after she received her cartridges, said her quality was still bad and wanted a refundShe refused to allow us to further service the unit and soak the printheads as initially suggestedThe customer states in her complaint that we told her we REPAIRED her unitA repair would suggest that we replaced somethingShe asked for a cleaning and that is NOT a repairThe customer did not have the proper supplies on hand to properly test the cleaning prior to us leaving her residence
Again, that is stated on the invoiceAs far as we were concerned, we completed the job that was requested of us while on-siteAt the time of service, the customer was perfectly content with the outcome as evidenced by her signing the invoice and paying for services renderedIf she was not happy with what was performed on-site, she should have questioned our technician then and expressed her displeasure and concerns at that time and not have signed the invoice accepting services and paying for the service call
Sincerely,
Brian JT*** ABJ Service Co., Inc
Enclosures (2)
In response to your letter dated March 24, and in reference to the above ID, here are our comments regarding Mr***.
When customers contact us through our internet advertising, all calls are recorded and this is stated to the customer before being connected to our numberFollowing, is a transcript of what Mr*** said when leaving a message (#1)The computer is transcribing the message so it may or may not always be clear what the individual said, but as you can see in all three transcripts, he states that he is having some trouble and might need serviceNo where does he state he has a worn out belt and no where does it state from someone in our office that a service technician would contact himWhen our office gets these types of calls on design jets or plotters, and the customer leaves a message, our office staff DOES NOT contact the customer back but passes the message right to our service personnel and they contact the customer directlyHis initial contact was with B*** and not someone who was passing a message to B***Our internet advertising clearly states we do not do plotters, design jets, engineering printers etcand it is clearly the fault of Mr*** for not completely reading the entire advertisementA copy of our ad is also enclosed (#2)It is not that we do not do this type of service, which we have in the past, but it's the fact that we don't have the time needed to continue with that type of service since we are busy servicing other equipment and plotters, design jets, engineering printers etc are extremely time consumingIf you know anything about the internet, when you search for something particular like HP Designjet 1050C, anyone who has any one of those phrases in their description will appear whether they do the work or notThat is why we stress to our customers to read the complete ad before callingWhen meeting with Mr*** on site, I explained everything to himIn the business of electronic repair, anything can happen and he was aware of this statementThe belt was clearly broken and in order to get the carriage assembly apart, the separation of the trailing cable came into playMost engineering printers you don't' need to separate the trailing cable from the carriage assembly because the cable is engineered so the connector points are on the same end of where you disconnect the carriage assembly from the rail in order to get the belt off Thus, where the engineering flaw comes into playThe biggest issue as explained before is in the age and the way the ribbon cable become fragile at the contact ends. When reinserting the cables, there is only one way to do it, it pulls up out of connectors and pushes back down into connectorThere is no way of knowing cable ends were going to shrivel up when servicing the unit because_there is no secret into remove and reinserting a cable end unless the cable was not made right or from age it couldn't take the pressure of being reseated back into connectorSince this has happened, I searched for statements from other technicians who have experienced the exact same problemI have enclosed a copy of the printout from the internet for your review (#3) I do have the old parts proving our point on our positionWhen the new cable was ordered, you can clearly see a better design of the cable so it doesn't happen like the original manufactured trailing cableAfter powering up, the error code came up and when researching the error code this is what we found - a warning from the
manufacturer literally admitting to the flawed part but spinning so they make it sound as though you need to be careful with trailing cable because it can blow your main pwb
which is what happenedThis is a clever way to take the blame off the way the part was made so it doesn't look like it was their faultWe have worked on lots of these types of
units involving removing trailing cables and never had an issue like thisAt worse you would just get apart that didn't function properly because the cable may have not been
seated right and then you would just go back in an reseat it and all would be fineThe other manufacturer flaw is the poor design of the circuit board and it not being fuse
protectedAny electrical arcing would have blown the circuit board fuse but if protected could have been prevented similar to a power outage problemHowever, due to the poor
circuit board design it blows out components on the board disabling it from firing up properlyAnother flaw of a poor design and the biggest manufacturer issue is the
outrageous part cost to replace there poorly designed circuit boards, as we found out when the customer refused additional repairsThis clearly is a defective part as contacts
separated from the ribbon and cause the additional repair issuesI have saved the parts as proof and I told Mr*** I would be more that glad to show him to prove our caseI
explained this all to Mr*** but because the repairs didn't go to his advantage, he proceed along this path
As stated before, we contacted Mr*** every step of the wayIf Mr*** was returning our phone calls, why did we provide you previously with e-mails stating we had
left him several messages and an e-mail and still hadn't heard back? We have proof of us trying to contact him and this was done BEFORE Mr*** started all of thisHe has
no proof that he initiated or returned phone callsHe admitted that he had the wrong email address on his business card and laughed it off when he found out we were trying to
use it Why would you give someone a business card with out dated information or information you didn't think people would use? He could have easily scratched the old
e-mail address off and then wrote in the new one but no that was our fault to for taking so longWe are just seeking our minimal labor fee after trying to work around this manufacturer engineering flaw with over hours of labor involvedAll we are seeking is one hour of shop work and minimal charge to pay for a second person to carry the
equipment back down to his basementWe are a service company, not movers and since Mr*** declined additional repairs and he cannot use unit in that state, I'm not going to pay extra help to move it back down into basement if he isn't willing to cover some of that costI believe under the circumstances described it was more than fair to bill for only one hour of labor over what turned out to be a workmanship flaw where we will lose money and it's not even our faultMr*** also stated that another company said they could do that job in minutesThat is easier said then done even if that was quoted to Mr***This company did not see the unit, nor did it see it's locationIf that was truly the case, than why did Mr*** so desperately call us for service when our ad clearly said we don't service engineering printers? That's because he was desperate and could not find anyone else to service unit
It is easy to make accusations when things don't turn out the way you wanted but when dealing with electrical units, especially this model as we experienced during this repair,
anything can happen and it's easy to point the finger and make up stones but the bottom line is he paid for only the parts and initial service call charge until he went behind our backs and challenged it before I even spoke to himI did, however, notice the charges he disputed were reprocessed by our bank and put bank into our account so clearly our bank card processing provider saw that Mr*** clearly approved the charges and ruled in our favor We do not want this unitWe want to return it to Mr*** however there
is money due for reduced labor charges and since the customer already tried to scam the charge process by getting his unit returned for nothing, we know that we will need a cashier's check or money order up front and we will be more than happy to return the unit and any money that was processed on his credit cardMr*** called us for
service allowed us to take unit off site because of the time involved in repairs and the customer also authorized us to order parts and paid for them using his credit card which
he provided clearly knowing that it was the next step to repair unit but he than refused additional repairs when it didn't work to his advantage and the cost for the manufacturer
part was too expensive for himI say we were more than fair and Mr*** was completely trying to take advantage of the situation that the manufacturer clearly had
engineering flaws and blamed it on us
Mr*** now has a lawyer contacting usA copy of his email is enclosed (#4)This is no offer and no compromiseIt is outright bullyingNo where in this email does it
state that Mr*** wants to turn an ugly situation into something goodNo where does it state that he wants money donated to charityThat iswhat he states inhis
response to the Revdex.comIs that all for show for the Revdex.com? Mr***'s lawyer says that Mr*** DEMANDS that his printer be returned to him and wants a
release signed waiving any claims against the other partyDuring our phone conversation he was making statements that he has taken other people to court on behalf
of Mr*** and has won and do we really want to spend thousands of dollars in court because of thisHe makes it sound like Mr*** makes this a habitThis is what we
would like - Mr*** to provide a bank check or money order for $($359.64 for initial charge he disputed plus Sfor additional labor and second person fee to
deliver unit back into basement)If he just wants unit delivered without betaken into basement, then a bank check or money order for Swould suffice ($for
initial charge he disputed plus $service charge - no delivery into basement)We are not asking for more that what we originally asked for from Mr***Just what was
initially agreed to by Mr*** by providing us his bank card to begin with. We have run our business years and never had a complaint drawn up against us
because we take pride in our service and don't appreciate getting this complaint filed against usOur record shows our service recordI can show you lots of service tech bulletins issued by manufacturers on equipment that they made on defective part replacement or adjustments on office equipmentUnfortunately in this industry there is no such thing as a recall at manufacturer expense to correct issues like there is on automobilesMr***'s lawyer asked during our phone conversation why we, as a service company, didn't look into a problem like this beforehandWell, obviously, you can't predict the future and we thought it was a simple cable replacementIn fact, Mr*** stated in his rebuttal that it was timing belt issueDue to manufacturer's defects, it was more complicated than just and there were underlying issues with this particular unit that NO tech would have had any way of knowing the outcome or potential problems until they actually started working on it.
In closing, we have tried to work with Mr*** every step of the wayWe are trying to return his unit but he has not returned most phone calls, has not been up front in telling us that he disputed the credit card charge or contacted the Revdex.com prior to March 12, when we spoke to him, has not responded to our e-mails, has gotten a lawyer involved in this and refuses to pay anything for piror labor and parts that HE initially authorizedHe says he is self-employed and understands the importance of getting paid for your workOur type of work and his type of work are two totally entitiesWe repaired his printer but again, as we've stated over and over, the way this particular unit is engineered does not lend itself to an easy fix and the problems went deeper than just a timing belt issue.
Sincerely,
ABJ Service Co., Inc
In rebuttal to A BJ service company
First of all this was an HP DesignJet 1050 C printer not an
HP 6074 a printer.
In regards to completely agreeing to have the printer taken
from my basement really stretching it.
I was extremely reluctant about having the printer taken
from the basement but after being presented
with the option of paying $90 for service charge for nothing
I agreed to it boy was that dumb.
When I called ABJ service company and told them that my
DesignJet 1050 C had a worn-out timing belt I was told a service technician
would contact me. And again when B[redacted] contacted me to arrange the service call
I told him my DesignJet 1050 C had a worn or damaged timing belt. At either
these times no one told me that A BJ service company does not do wide format
printers. This information was on their website but I did not read the second
paragraph that was really dumb of me. I figured when you Google HP DesignJet
1050 C service that whoever I got would handle this type are printer. Now this
fact was pointed out to me by B[redacted] after he was here. Now B[redacted] did mention
that there might be other parts involved when replacing the timing belt. I had
no problems with him having to replace the ribbon cable. I paid him the almost
$360 to do that. Where I had a problem was when they damaged and $800 circuit
board in the process of installing the ribbon cable. In regards to not
returning phone calls that is not factual I return all phone calls that I
received from them and anyone else. As far as my e-mail address goes when I
gave him my business card it never dawned on me that they would try to e-mail
me and I did not tell them that the e-mail address on the card was no longer
active. I apologize for that mistake. Once I gave them my correct e-mail
address they sent me a bill for $110. At this point I had already talked to
B[redacted] on the phone twice the first time he told me that the circuit board had
been zapped to put in his words and it would cost $800 to replace. At which
point I told him to stop working and return the printer that was on a Monday. I
did not hear or get the printer back that week. I called the following Monday
and told him that I was getting extremely Po'ed at the situation and if he
didn't return the printer by that Thursday I would be taking actions. Had he
returned the printer I would not have stopped payment on a credit card. But
since he did not and I did not have a printer I disputed the payment with a
credit card company. I think when you're a professional and you zap the circuit
board it shouldn't be the customer who to pay for that.
In regards to never calling and asking for a refund I
thought that was kind of unnecessary after talking with B[redacted] to return the
printer and all I got was excuses And
as I said earlier I returned all phone calls that I ever got. In regards to
never indicating that I was upset what part of extremely PO'ed
and I will take actions after Thursday of that week do they
have trouble understanding. I do agree fully with them in regards to the unit
being 6 foot long and about 100 pounds and really awkward to lift. That's why I
could not understand why they had to take it to the shop and was extremely
reluctant to let it go. I mean the belt and the cable only way about a pound
each much easier to carry. By the way since I've had to have my printing done
outside and Euclid blueprint did some of my printing. I asked them if they
repaired DesignJet 1050 C they said they did and to replace the belt is done at
the customers location the machine is not removed from the premises and it
takes approximately 45 min. In regards to the ribbon cable they said they
sometimes deteriorate but that they can be serviced. Again as I said I didn't
have a problem with them replacing it. In regards to the circuit board that was
definitely zapped by the technician working on the printer it was not something
that happened while the printer was still functioning. I mean I've been trying
to get them to bring the printer back ever since they told me that the circuit
board was for zapped. And they have not returned it. On the delivery thing want
them bring it back down my basement and attached to the stand just call me and
I'll make sure I'm here. As I said again the idea that I would not respond to
their voicemails is completely un-factual.
Yes I disputed the credit card charge because the printer
was not returned. If they had returned it in a timely fashion I would not have
disputed it even though they zapped my $800 circuit board.
I'm self-employed and I understand the importance of getting
paid for your work. But I also believe that your work has to add value to what
you doing and not just consume time. When I do something and make a
mistake I don't expect to get paid in
fact I will do whatever I can to correct the situation. When someone zaps your
circuit board that cost $800 I shouldn't have to pay for their on-the-job
training.
Since we both feel that we've been wronged in this ugly
situation let me try to offer a solution.
If A BJ service company returns my printer with the belt and
cable intact and installed it on the stand sitting in my basement and matches
my $360 contribution to the harvest for hunger program I would consider this
resolved. This way we can take an ugly situation and have something good come
of it.
[redacted]
Mr [redacted] called us for service on his HP 6074A printer. Our technician B[redacted], went to Mr. [redacted] and serviced the printer as stated on the invoice that Mr. [redacted] signed copy follows). The printer was inspected and needed in shop service and parts. Before we order ANY parts for a customer that...
will total more than $100, we have the customer pre-pay for parts ONLY, not labor. As you can see by the charge on 2-13-14, we obviously had Mr. [redacted]'s approval since he gave us his credit card number to process the transaction. Before we removed the printer from Mr. [redacted]'s basement, we explained to him that we would first try the belt replacement, but additional repairs may be necessary due to age and wear of unit. He completely agreed and told us to take unit from his basement and back to our shop for repairs. We ordered the belt and a trailing cable and attempted to replace both. While replacing the belt, the trailing cable needed to be removed to get at the belt area. While trying to reseat the trailing cable, the old cable completely fell apart due to extreme wear and poor workmanship on the part of the manufacturer. Because of the faulty trailing cable, the control board zapped out. We made several attempts to contact Mr. [redacted] to notify him of this with NO return phone calls We then tried to contact him via e-mail using the e-mail address on the business card he gave us at the initial time of service. Still no response Finally, on March 12, B[redacted] got a hold of Mr. [redacted] via telephone and explained the situation to him. He stated he did not receive the e-mails because he had not used that e-mail in 15 years. When you give someone a business card, how is the recipient supposed to know the information is NOT correct? He gave us the correct e-mail and we re-sent him notice that we needed additional money for the labor on the unit. We do not charge customers up front for labor since we have no way of knowing how much time will be involved. Mr. [redacted] called on 3-13-14 and still did not understand why he was being charged additional money. His credit card was NOT billed for the additional labor since our practice is to have the customer's permission first before we process any charges to their credit card. I asked if he had spoke to B[redacted] on the 12th, he said he did, but still didn't understand. That's why you see the e-mail dated 3-14-14. He ultimately refused additional work due to the high cost of repairing everything that is wrong with the printer.
Mr. [redacted] never called asking for a refund from us and he never returned our phone calls when we made attempts to deliver the unit back him. Contrary to what Mr. [redacted] states, he never initiated a phone call stating he was upset with the situation nor did he inform us he wanted the printer back by March 6. If so, why did we send him e-mails on March 4, , 12 and 13th? This unit is about 6 feet long, takes two people to lift and move and has been sitting in our place of business Why would we NOT want to return to customer? We cannot just deliver something, especially a printer of this size, to the customer and leave in their driveway. Then we really would be in trouble. We need to coordinate delivery with the customer and this customer was unwilling to respond to voicemails and initially gave us the wrong email information.
Mr. [redacted] has disputed the credit card charge that HE authorized and has been refunded his money through the credit card company. We, ABJ Service Co., Inc., are disputing that chargeback through our credit card processing company. The whole reason we have customers prepay for certain things is just for this fact. Customers don't like the outcome and the high cost of repairing the whole unit, so they then refuse to pay. This customer pays up front, and now because he doesn't want to complete or continue the repairs, he feels he is owed a refund. We have many hours of labor on this unit and we have paid vendors for parts. He should be responsible for all time and parts up until this point. In fact, we are giving him a break on the total labor charge and have explained that to him. He states his desired settlement is to have his printer returned to him which is what have been trying to do for weeks. We, however, cannot return the unit unless he pays for the time and parts that have been put into the unit up until this point.
April 5,
Revdex.com Euclid Ave., 4th floor Cleveland, OH 44115-
Reference: ***
This letter comes to you in response to our customer's complaint referenced aboveHere is our rebuttal to said customer's complaint:
The
customer called on February 23, All calls that are initiated through a phone number published on the internet are recorded and the customer is made aware of that before the call is connectedThe customer states that *** gave her our phone numberWe are assuming that she went into *** *** and spoke to their *** ***She explains that there is a problem with the printhead and she either cannot get to it or cannot replace itShe clearly states that the printhead is cloggedShe needs someone to come out and clean it because she cannot get to itShe was quoted $for service (time, travel, labor, service and cleaning)Our service call does not include parts and/or supplies and she mentions that if she needs parts she can get them from AmazonShe states that the red prints orange and the green prints teal and she only noticed a problem when she printed a picture of a stop lightWe ask if she wants to schedule service and she doesWe take her contact information and schedule the callOur advertisement on the Internet clearly states that we do not perform service on ink jets, not because we are not qualified, just that they can be time consumingWe don't advertise inkjets but should a customer call even after seeing our on-line advertisement, we will service the unitOur on-line advertisement also does not state that we are authorized in repairing any brandTo be authorized, you have to go through special training with a particular manufacturerWe do, however, state that we service most makes and models and *** ** a brand we serviceWe are not sure where this customer is obtaining her information that we DO NOT work on her particular brandWe never misled the customerWe explained to her we were not an authorized service provider and NEVER represented ourselves as suchThat does NOT mean we DO NOT service her particular brandShe came to us, was invoiced for the service, signed the invoice and paid in cash for services rendered prior to our departure of her homeIt clearly states on the invoice she signed that we performed an overall cleaning...pressure cleaned the printhead...could not test because she did not have a magenta or black cartridge on handThe technician did tell her that if after she received the magenta and black cartridge she was still having a problem, we could bring the unit into the shop and soak the printheads which was the next step in cleaningThis would not be a free service but she would be charged some additional in-shop laborShe did call after she received her cartridges, said her quality was still bad and wanted a refundShe refused to allow us to further service the unit and soak the printheads as initially suggestedThe customer states in her complaint that we told her we REPAIRED her unitA repair would suggest that we replaced somethingShe asked for a cleaning and that is NOT a repairThe customer did not have the proper supplies on hand to properly test the cleaning prior to us leaving her residence
Again, that is stated on the invoiceAs far as we were concerned, we completed the job that was requested of us while on-siteAt the time of service, the customer was perfectly content with the outcome as evidenced by her signing the invoice and paying for services renderedIf she was not happy with what was performed on-site, she should have questioned our technician then and expressed her displeasure and concerns at that time and not have signed the invoice accepting services and paying for the service call
Sincerely,
Brian JT*** ABJ Service Co., Inc
Enclosures (2)
In response to your letter dated March 24, and in reference to the above ID, here are our comments regarding Mr***.
When customers contact us through our internet advertising, all calls are recorded and this is stated to the customer before being connected to our numberFollowing, is a transcript of what Mr*** said when leaving a message (#1)The computer is transcribing the message so it may or may not always be clear what the individual said, but as you can see in all three transcripts, he states that he is having some trouble and might need serviceNo where does he state he has a worn out belt and no where does it state from someone in our office that a service technician would contact himWhen our office gets these types of calls on design jets or plotters, and the customer leaves a message, our office staff DOES NOT contact the customer back but passes the message right to our service personnel and they contact the customer directlyHis initial contact was with B*** and not someone who was passing a message to B***Our internet advertising clearly states we do not do plotters, design jets, engineering printers etcand it is clearly the fault of Mr*** for not completely reading the entire advertisementA copy of our ad is also enclosed (#2)It is not that we do not do this type of service, which we have in the past, but it's the fact that we don't have the time needed to continue with that type of service since we are busy servicing other equipment and plotters, design jets, engineering printers etc are extremely time consumingIf you know anything about the internet, when you search for something particular like HP Designjet 1050C, anyone who has any one of those phrases in their description will appear whether they do the work or notThat is why we stress to our customers to read the complete ad before callingWhen meeting with Mr*** on site, I explained everything to himIn the business of electronic repair, anything can happen and he was aware of this statementThe belt was clearly broken and in order to get the carriage assembly apart, the separation of the trailing cable came into playMost engineering printers you don't' need to separate the trailing cable from the carriage assembly because the cable is engineered so the connector points are on the same end of where you disconnect the carriage assembly from the rail in order to get the belt off Thus, where the engineering flaw comes into playThe biggest issue as explained before is in the age and the way the ribbon cable become fragile at the contact ends. When reinserting the cables, there is only one way to do it, it pulls up out of connectors and pushes back down into connectorThere is no way of knowing cable ends were going to shrivel up when servicing the unit because_there is no secret into remove and reinserting a cable end unless the cable was not made right or from age it couldn't take the pressure of being reseated back into connectorSince this has happened, I searched for statements from other technicians who have experienced the exact same problemI have enclosed a copy of the printout from the internet for your review (#3) I do have the old parts proving our point on our positionWhen the new cable was ordered, you can clearly see a better design of the cable so it doesn't happen like the original manufactured trailing cableAfter powering up, the error code came up and when researching the error code this is what we found - a warning from the
manufacturer literally admitting to the flawed part but spinning so they make it sound as though you need to be careful with trailing cable because it can blow your main pwb
which is what happenedThis is a clever way to take the blame off the way the part was made so it doesn't look like it was their faultWe have worked on lots of these types of
units involving removing trailing cables and never had an issue like thisAt worse you would just get apart that didn't function properly because the cable may have not been
seated right and then you would just go back in an reseat it and all would be fineThe other manufacturer flaw is the poor design of the circuit board and it not being fuse
protectedAny electrical arcing would have blown the circuit board fuse but if protected could have been prevented similar to a power outage problemHowever, due to the poor
circuit board design it blows out components on the board disabling it from firing up properlyAnother flaw of a poor design and the biggest manufacturer issue is the
outrageous part cost to replace there poorly designed circuit boards, as we found out when the customer refused additional repairsThis clearly is a defective part as contacts
separated from the ribbon and cause the additional repair issuesI have saved the parts as proof and I told Mr*** I would be more that glad to show him to prove our caseI
explained this all to Mr*** but because the repairs didn't go to his advantage, he proceed along this path
As stated before, we contacted Mr*** every step of the wayIf Mr*** was returning our phone calls, why did we provide you previously with e-mails stating we had
left him several messages and an e-mail and still hadn't heard back? We have proof of us trying to contact him and this was done BEFORE Mr*** started all of thisHe has
no proof that he initiated or returned phone callsHe admitted that he had the wrong email address on his business card and laughed it off when he found out we were trying to
use it Why would you give someone a business card with out dated information or information you didn't think people would use? He could have easily scratched the old
e-mail address off and then wrote in the new one but no that was our fault to for taking so longWe are just seeking our minimal labor fee after trying to work around this manufacturer engineering flaw with over hours of labor involvedAll we are seeking is one hour of shop work and minimal charge to pay for a second person to carry the
equipment back down to his basementWe are a service company, not movers and since Mr*** declined additional repairs and he cannot use unit in that state, I'm not going to pay extra help to move it back down into basement if he isn't willing to cover some of that costI believe under the circumstances described it was more than fair to bill for only one hour of labor over what turned out to be a workmanship flaw where we will lose money and it's not even our faultMr*** also stated that another company said they could do that job in minutesThat is easier said then done even if that was quoted to Mr***This company did not see the unit, nor did it see it's locationIf that was truly the case, than why did Mr*** so desperately call us for service when our ad clearly said we don't service engineering printers? That's because he was desperate and could not find anyone else to service unit
It is easy to make accusations when things don't turn out the way you wanted but when dealing with electrical units, especially this model as we experienced during this repair,
anything can happen and it's easy to point the finger and make up stones but the bottom line is he paid for only the parts and initial service call charge until he went behind our backs and challenged it before I even spoke to himI did, however, notice the charges he disputed were reprocessed by our bank and put bank into our account so clearly our bank card processing provider saw that Mr*** clearly approved the charges and ruled in our favor We do not want this unitWe want to return it to Mr*** however there
is money due for reduced labor charges and since the customer already tried to scam the charge process by getting his unit returned for nothing, we know that we will need a cashier's check or money order up front and we will be more than happy to return the unit and any money that was processed on his credit cardMr*** called us for
service allowed us to take unit off site because of the time involved in repairs and the customer also authorized us to order parts and paid for them using his credit card which
he provided clearly knowing that it was the next step to repair unit but he than refused additional repairs when it didn't work to his advantage and the cost for the manufacturer
part was too expensive for himI say we were more than fair and Mr*** was completely trying to take advantage of the situation that the manufacturer clearly had
engineering flaws and blamed it on us
Mr*** now has a lawyer contacting usA copy of his email is enclosed (#4)This is no offer and no compromiseIt is outright bullyingNo where in this email does it
state that Mr*** wants to turn an ugly situation into something goodNo where does it state that he wants money donated to charityThat iswhat he states inhis
response to the Revdex.comIs that all for show for the Revdex.com? Mr***'s lawyer says that Mr*** DEMANDS that his printer be returned to him and wants a
release signed waiving any claims against the other partyDuring our phone conversation he was making statements that he has taken other people to court on behalf
of Mr*** and has won and do we really want to spend thousands of dollars in court because of thisHe makes it sound like Mr*** makes this a habitThis is what we
would like - Mr*** to provide a bank check or money order for $($359.64 for initial charge he disputed plus Sfor additional labor and second person fee to
deliver unit back into basement)If he just wants unit delivered without betaken into basement, then a bank check or money order for Swould suffice ($for
initial charge he disputed plus $service charge - no delivery into basement)We are not asking for more that what we originally asked for from Mr***Just what was
initially agreed to by Mr*** by providing us his bank card to begin with. We have run our business years and never had a complaint drawn up against us
because we take pride in our service and don't appreciate getting this complaint filed against usOur record shows our service recordI can show you lots of service tech bulletins issued by manufacturers on equipment that they made on defective part replacement or adjustments on office equipmentUnfortunately in this industry there is no such thing as a recall at manufacturer expense to correct issues like there is on automobilesMr***'s lawyer asked during our phone conversation why we, as a service company, didn't look into a problem like this beforehandWell, obviously, you can't predict the future and we thought it was a simple cable replacementIn fact, Mr*** stated in his rebuttal that it was timing belt issueDue to manufacturer's defects, it was more complicated than just and there were underlying issues with this particular unit that NO tech would have had any way of knowing the outcome or potential problems until they actually started working on it.
In closing, we have tried to work with Mr*** every step of the wayWe are trying to return his unit but he has not returned most phone calls, has not been up front in telling us that he disputed the credit card charge or contacted the Revdex.com prior to March 12, when we spoke to him, has not responded to our e-mails, has gotten a lawyer involved in this and refuses to pay anything for piror labor and parts that HE initially authorizedHe says he is self-employed and understands the importance of getting paid for your workOur type of work and his type of work are two totally entitiesWe repaired his printer but again, as we've stated over and over, the way this particular unit is engineered does not lend itself to an easy fix and the problems went deeper than just a timing belt issue.
Sincerely,
ABJ Service Co., Inc
In rebuttal to A BJ service company
First of all this was an HP DesignJet 1050 C printer not an
HP 6074 a printer.
In regards to completely agreeing to have the printer taken
from my basement really stretching it.
I was extremely reluctant about having the printer taken
from the basement but after being presented
with the option of paying $90 for service charge for nothing
I agreed to it boy was that dumb.
When I called ABJ service company and told them that my
DesignJet 1050 C had a worn-out timing belt I was told a service technician
would contact me. And again when B[redacted] contacted me to arrange the service call
I told him my DesignJet 1050 C had a worn or damaged timing belt. At either
these times no one told me that A BJ service company does not do wide format
printers. This information was on their website but I did not read the second
paragraph that was really dumb of me. I figured when you Google HP DesignJet
1050 C service that whoever I got would handle this type are printer. Now this
fact was pointed out to me by B[redacted] after he was here. Now B[redacted] did mention
that there might be other parts involved when replacing the timing belt. I had
no problems with him having to replace the ribbon cable. I paid him the almost
$360 to do that. Where I had a problem was when they damaged and $800 circuit
board in the process of installing the ribbon cable. In regards to not
returning phone calls that is not factual I return all phone calls that I
received from them and anyone else. As far as my e-mail address goes when I
gave him my business card it never dawned on me that they would try to e-mail
me and I did not tell them that the e-mail address on the card was no longer
active. I apologize for that mistake. Once I gave them my correct e-mail
address they sent me a bill for $110. At this point I had already talked to
B[redacted] on the phone twice the first time he told me that the circuit board had
been zapped to put in his words and it would cost $800 to replace. At which
point I told him to stop working and return the printer that was on a Monday. I
did not hear or get the printer back that week. I called the following Monday
and told him that I was getting extremely Po'ed at the situation and if he
didn't return the printer by that Thursday I would be taking actions. Had he
returned the printer I would not have stopped payment on a credit card. But
since he did not and I did not have a printer I disputed the payment with a
credit card company. I think when you're a professional and you zap the circuit
board it shouldn't be the customer who to pay for that.
In regards to never calling and asking for a refund I
thought that was kind of unnecessary after talking with B[redacted] to return the
printer and all I got was excuses And
as I said earlier I returned all phone calls that I ever got. In regards to
never indicating that I was upset what part of extremely PO'ed
and I will take actions after Thursday of that week do they
have trouble understanding. I do agree fully with them in regards to the unit
being 6 foot long and about 100 pounds and really awkward to lift. That's why I
could not understand why they had to take it to the shop and was extremely
reluctant to let it go. I mean the belt and the cable only way about a pound
each much easier to carry. By the way since I've had to have my printing done
outside and Euclid blueprint did some of my printing. I asked them if they
repaired DesignJet 1050 C they said they did and to replace the belt is done at
the customers location the machine is not removed from the premises and it
takes approximately 45 min. In regards to the ribbon cable they said they
sometimes deteriorate but that they can be serviced. Again as I said I didn't
have a problem with them replacing it. In regards to the circuit board that was
definitely zapped by the technician working on the printer it was not something
that happened while the printer was still functioning. I mean I've been trying
to get them to bring the printer back ever since they told me that the circuit
board was for zapped. And they have not returned it. On the delivery thing want
them bring it back down my basement and attached to the stand just call me and
I'll make sure I'm here. As I said again the idea that I would not respond to
their voicemails is completely un-factual.
Yes I disputed the credit card charge because the printer
was not returned. If they had returned it in a timely fashion I would not have
disputed it even though they zapped my $800 circuit board.
I'm self-employed and I understand the importance of getting
paid for your work. But I also believe that your work has to add value to what
you doing and not just consume time. When I do something and make a
mistake I don't expect to get paid in
fact I will do whatever I can to correct the situation. When someone zaps your
circuit board that cost $800 I shouldn't have to pay for their on-the-job
training.
Since we both feel that we've been wronged in this ugly
situation let me try to offer a solution.
If A BJ service company returns my printer with the belt and
cable intact and installed it on the stand sitting in my basement and matches
my $360 contribution to the harvest for hunger program I would consider this
resolved. This way we can take an ugly situation and have something good come
of it.
[redacted]
Mr [redacted] called us for service on his HP 6074A printer. Our technician B[redacted], went to Mr. [redacted] and serviced the printer as stated on the invoice that Mr. [redacted] signed copy follows). The printer was inspected and needed in shop service and parts. Before we order ANY parts for a customer that...
will total more than $100, we have the customer pre-pay for parts ONLY, not labor. As you can see by the charge on 2-13-14, we obviously had Mr. [redacted]'s approval since he gave us his credit card number to process the transaction. Before we removed the printer from Mr. [redacted]'s basement, we explained to him that we would first try the belt replacement, but additional repairs may be necessary due to age and wear of unit. He completely agreed and told us to take unit from his basement and back to our shop for repairs. We ordered the belt and a trailing cable and attempted to replace both. While replacing the belt, the trailing cable needed to be removed to get at the belt area. While trying to reseat the trailing cable, the old cable completely fell apart due to extreme wear and poor workmanship on the part of the manufacturer. Because of the faulty trailing cable, the control board zapped out. We made several attempts to contact Mr. [redacted] to notify him of this with NO return phone calls We then tried to contact him via e-mail using the e-mail address on the business card he gave us at the initial time of service. Still no response Finally, on March 12, B[redacted] got a hold of Mr. [redacted] via telephone and explained the situation to him. He stated he did not receive the e-mails because he had not used that e-mail in 15 years. When you give someone a business card, how is the recipient supposed to know the information is NOT correct? He gave us the correct e-mail and we re-sent him notice that we needed additional money for the labor on the unit. We do not charge customers up front for labor since we have no way of knowing how much time will be involved. Mr. [redacted] called on 3-13-14 and still did not understand why he was being charged additional money. His credit card was NOT billed for the additional labor since our practice is to have the customer's permission first before we process any charges to their credit card. I asked if he had spoke to B[redacted] on the 12th, he said he did, but still didn't understand. That's why you see the e-mail dated 3-14-14. He ultimately refused additional work due to the high cost of repairing everything that is wrong with the printer.
Mr. [redacted] never called asking for a refund from us and he never returned our phone calls when we made attempts to deliver the unit back him. Contrary to what Mr. [redacted] states, he never initiated a phone call stating he was upset with the situation nor did he inform us he wanted the printer back by March 6. If so, why did we send him e-mails on March 4, , 12 and 13th? This unit is about 6 feet long, takes two people to lift and move and has been sitting in our place of business Why would we NOT want to return to customer? We cannot just deliver something, especially a printer of this size, to the customer and leave in their driveway. Then we really would be in trouble. We need to coordinate delivery with the customer and this customer was unwilling to respond to voicemails and initially gave us the wrong email information.
Mr. [redacted] has disputed the credit card charge that HE authorized and has been refunded his money through the credit card company. We, ABJ Service Co., Inc., are disputing that chargeback through our credit card processing company. The whole reason we have customers prepay for certain things is just for this fact. Customers don't like the outcome and the high cost of repairing the whole unit, so they then refuse to pay. This customer pays up front, and now because he doesn't want to complete or continue the repairs, he feels he is owed a refund. We have many hours of labor on this unit and we have paid vendors for parts. He should be responsible for all time and parts up until this point. In fact, we are giving him a break on the total labor charge and have explained that to him. He states his desired settlement is to have his printer returned to him which is what have been trying to do for weeks. We, however, cannot return the unit unless he pays for the time and parts that have been put into the unit up until this point.