American Servco Imaging Systems

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ I am responding to the complaint filed by Ms [redacted] who had placed a service who placed a service call on her Ricoh MPwhich was displaying a service code of SCwhich is a fuser related error code Without seeing the machine, the only parts that could have been provided was a $fuser unitWhich would have also required labor to install the partWhich means the repair would have been approximately $+ sales tax Fuser temperature error codes typically deal with heat related issues that are controlled by thermistats and thermistorsA dirty thermistor could be the cause of the problem she was experiencing The technician removed the fuser to clean the thermistors to attempt to save the customer money which is a standard operating procedure when dealing with expensive partsUpon removing the fuser the technician noticed excessive wear on the heat roller and did show the roller to the customer explaining that it needed to be replacedUpon putting the fuser back together and reinstalling the unit in the copier, the code indeed would not reset and the parts did need to be replacedMs [redacted] was not happy with this and threw a clipboard across the room and the only reason that I mention this is to clarify a bit about what truly happened Ms [redacted] did call the office the next day and I returned her phone call that afternoonShe explained her concerns and stated the technician left without explaining what was going onHowever, in the same conversation she also stated that the technician showed her a roller that was worn (this is an indication that the tech did in fact speak with Ms***)....I listened to her concern and explained that I would be more than happy to send a different technician to install the parts whether she purchased them from us or someone else and provide the service as a courtesy A quotation for an upper heat roller and thermistor was provide to Ms [redacted] the same day for $+ sales tax which was never approvedI think Ms [redacted] would have been even more upset had the tech brought an entire fuser and billed her $Which is what Ms [redacted] is claiming that she wanted Ms [redacted] was charged for minutes of a technicians time for only while he was at her locationIt does not cover the actual time that he spent driving to her locationSo the charge that she paid is a fair charge for the services rendered Since we had already offered to send a different tech at not cost to install the parts for Ms [redacted] whether she purchased them from us or someone else, I feel that we have already addressed her concernsHer statement about sending an imposter to her office is a very slanderous statement about a technician which has over years of experience which is well documented by several manufacturersI further slanders American SERVCO Imaging Systems, Inc which is a Company that has been providing this service for over years in Southern California This claim is for the most part and it has been properly dealt with by the management of American SERVCO Imaging Systems, IncWe do not feel a refund in warranted in this matter simply because the customer decided to replace their machine instead of doing the repair Our minimum fee which was explained to the customer prior to sending a technician on site is $for the 1st half hour with a $trip chargeAn extra minutes ($28.75) was charged for the time the technician was in the customers office We offered to provide the additional labor at no additional cost which was already above and beyond any resolution that should have been required Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They need to get the facts straightThe service error code SCnever even existedMy copier never displayed the codeI gave T(the receptionist) the correct service code SCon 10/26/when I called to request for a serviceI gave D(the technician) the same code SCagain on 10/26/when he called to find out what seemed to be the issue with the copierYet, they completely blew me off and showed up with a work order sheet printed with SCAfter Darrives and obviously sees the correct code of SCon the display, he crosses out the SCprinted on the work order sheet and hand-writes SCon itHe then makes multiple copies off of it, which means the copier was still workingI have the original and the copies he made as a proof It is obvious what they were trying to doIt would not have mattered what I told themThey would have still come up with their own inflated service code of SCwith a higher price tag of $+ sales tax, then conveniently downgrade the service code to SC546, which is what I have been telling them all along, and make it look as if they were doing me a huge favor by saving me money I would not have been more upset at the possible charge of $+ than I am now because I would have never accepted the ridiculous suggestion for replacing the entire fuser unit in the first place as the actual service code SCdid not indicate suchAfter Ddid a so-called cleaning and diagnostic service, the copier simply ceased to work and displayed an different code "SC542"As I previously mentioned, I asked the technician why the copier that was operating as he made copies while working on it became inoperable after he finishedAll he did was sweating bullets and looked dumbfoundI asked him the estimated price for the parts that he was going to order and he said a little over $I asked him why the price is so much higher than the price I had already checked out at other places, Again, all he did was giving me a blank stare and said he will request for a quote on the partsHe then left without attempting to do anything or offer any remedy for the copier that stopped working after he had worked on itWhen I spoke to the owner, he went on and on about what was wrong with the copier and what the service code meantI did not need an explanation on what was wrong with the copierI already knew what parts needed to be replacedI asked for a simple answer as to why the copier was rendered completely inoperable after the technician worked on itI did say that if I decide to call them back to replace the parts, I did not want the same technician, which he assured me Then I get a quote on the parts from them, which is clearly over-priced; upper fuser roller for $instead of $and $for a fuser thermistor instead of $ [redacted] NEVER said a word on waving the labor charge on their next service OR suggested that I get the parts for less elsewhereOtherwise, I would not be wasting my time writing thisWho in the right mind would call them back for a service for another round of labor charge plus overcharge on the parts after what has happened? In fact I left multiple messages for the owner to see what he was going to do to rectify the situation, but never got a call backHe is making an utterly statement on his offer for additional service at no charge or suggestion to get parts elsewhereHe is trying to embellish things since he already knows that I had purchased a new machine and he won't ever have to deal with offering additional service free of charge or answer for their overpriced parts years of experience on their technician means nothing to a customer, who has spent money only to get stuck with an equipment that completely shut down after what they call a service

Initial Business Response /* (1000, 5, 2016/01/07) */
I am responding to the complaint filed by Ms. [redacted] who had placed a service who placed a service call on her Ricoh MP161 which was displaying a service code of SC513 which is a fuser related error code.
Without seeing the machine, the only...

parts that could have been provided was a $795.00 fuser unit. Which would have also required labor to install the part. Which means the repair would have been approximately $900.00 + sales tax.
Fuser temperature error codes typically deal with heat related issues that are controlled by thermistats and thermistors. A dirty thermistor could be the cause of the problem she was experiencing.
The technician removed the fuser to clean the thermistors to attempt to save the customer money which is a standard operating procedure when dealing with expensive parts. Upon removing the fuser the technician noticed excessive wear on the heat roller and did show the roller to the customer explaining that it needed to be replaced. Upon putting the fuser back together and reinstalling the unit in the copier, the code indeed would not reset and the parts did need to be replaced. Ms. [redacted] was not happy with this and threw a clipboard across the room and the only reason that I mention this is to clarify a bit about what truly happened.
Ms. [redacted] did call the office the next day and I returned her phone call that afternoon. She explained her concerns and stated the technician left without explaining what was going on. However, in the same conversation she also stated that the technician showed her a roller that was worn (this is an indication that the tech did in fact speak with Ms. [redacted])....I listened to her concern and explained that I would be more than happy to send a different technician to install the parts whether she purchased them from us or someone else and provide the service as a courtesy.
A quotation for an upper heat roller and thermistor was provide to Ms. [redacted] the same day for $122.50 + sales tax which was never approved. I think Ms. [redacted] would have been even more upset had the tech brought an entire fuser and billed her $900.00. Which is what Ms. [redacted] is claiming that she wanted.
Ms. [redacted] was charged for 45 minutes of a technicians time for only while he was at her location. It does not cover the actual time that he spent driving to her location. So the charge that she paid is a fair charge for the services rendered.
Since we had already offered to send a different tech at not cost to install the parts for Ms. [redacted] whether she purchased them from us or someone else, I feel that we have already addressed her concerns. Her statement about sending an imposter to her office is a very slanderous statement about a technician which has over 20 years of experience which is well documented by several manufacturers. I further slanders American SERVCO Imaging Systems, Inc which is a Company that has been providing this service for over 20 years in Southern California.
This claim is false for the most part and it has been properly dealt with by the management of American SERVCO Imaging Systems, Inc. We do not feel a refund in warranted in this matter simply because the customer decided to replace their machine instead of doing the repair.
Our minimum fee which was explained to the customer prior to sending a technician on site is $57.50 for the 1st half hour with a $15.00 trip charge. An extra 15 minutes ($28.75) was charged for the time the technician was in the customers office.
We offered to provide the additional labor at no additional cost which was already above and beyond any resolution that should have been required.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to get the facts straight. The service error code SC513 never even existed. My copier never displayed the code. I gave T. (the receptionist) the correct service code SC546 on 10/26/15 when I called to request for a service. I gave D. (the technician) the same code SC546 again on 10/26/15 when he called to find out what seemed to be the issue with the copier. Yet, they completely blew me off and showed up with a work order sheet printed with SC513. After D. arrives and obviously sees the correct code of SC546 on the display, he crosses out the SC513 printed on the work order sheet and hand-writes SC546 on it. He then makes multiple copies off of it, which means the copier was still working. I have the original and the copies he made as a proof.
It is obvious what they were trying to do. It would not have mattered what I told them. They would have still come up with their own inflated service code of SC513 with a higher price tag of $900 + sales tax, then conveniently downgrade the service code to SC546, which is what I have been telling them all along, and make it look as if they were doing me a huge favor by saving me money.
I would not have been more upset at the possible charge of $900 + than I am now because I would have never accepted the ridiculous suggestion for replacing the entire fuser unit in the first place as the actual service code SC546 did not indicate such. After D. did a so-called cleaning and diagnostic service, the copier simply ceased to work and displayed an different code "SC542". As I previously mentioned, I asked the technician why the copier that was operating as he made copies while working on it became inoperable after he finished. All he did was sweating bullets and looked dumbfound. I asked him the estimated price for the parts that he was going to order and he said a little over $100. I asked him why the price is so much higher than the price I had already checked out at other places, Again, all he did was giving me a blank stare and said he will request for a quote on the parts. He then left without attempting to do anything or offer any remedy for the copier that stopped working after he had worked on it. When I spoke to the owner, he went on and on about what was wrong with the copier and what the service code meant. I did not need an explanation on what was wrong with the copier. I already knew what parts needed to be replaced. I asked for a simple answer as to why the copier was rendered completely inoperable after the technician worked on it. I did say that if I decide to call them back to replace the parts, I did not want the same technician, which he assured me.
Then I get a quote on the parts from them, which is clearly over-priced; upper fuser roller for $65 instead of $44.95 and $57.50 for a fuser thermistor instead of $19.95. [redacted] NEVER said a word on waving the labor charge on their next service OR suggested that I get the parts for less elsewhere. Otherwise, I would not be wasting my time writing this. Who in the right mind would call them back for a service for another round of labor charge plus overcharge on the parts after what has happened? In fact I left multiple messages for the owner to see what he was going to do to rectify the situation, but never got a call back. He is making an utterly false statement on his offer for additional service at no charge or suggestion to get parts elsewhere. He is trying to embellish things since he already knows that I had purchased a new machine and he won't ever have to deal with offering additional service free of charge or answer for their overpriced parts.
20 years of experience on their technician means nothing to a customer, who has spent money only to get stuck with an equipment that completely shut down after what they call a service.