Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Costing 10 Fold is not the issue. The issue was the seller not accepting responsibility for the product sold. Until I contacted the manufacture directly(which was not my responsibility, but I had to do to get it fixed) not a single person would tell me what was going on. We were lied too and told replacement was on the way. When it was not. If I buy something online and install it, I should have the support of the seller. If a seller sells something that should not be installed by the end user, then they should not sell it. If they do, then support it. Don't have the end user have to call the manufacture to resolve the issue. If the seller could produce an email or phone record to show I was told what was going on and communicated too. Then I will stop asking for my money back. But until then I will continue to ask. I still have emails that show when I first emailed the manufacture(I was told to contact the local sales manager by [redacted] corporate) then something was finally done.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
USGSC dispatched a Technician to the customers site on 1/**/16 we removed a piece of paper and cleaned all the rollers, we charged $145 for the service which was an agreed charge. On 1/**/16 we returned to the site because of a paper jam the Technician ran 298 copies, no jams again cleaned the...
machine and did not charge for the service. The customer brought the machine to our location whereas we checked and confirmed jamming from the fuser, checked the fuser and found it was set for envelope feed. The fuser was set to the normal setting, tested again by running through 300 copies with no error. I do not have any record of the customer contacting us again, he did however dispute the initial service with his CC company. We stand by our service and unfortunately we cannot stop jamming if the machine is set incorrectly, if the paper is added incorrectly or if the paper being used is not compatible.
Hello Revdex.com
There are so many procedures we have to follow because almost always the end user installs these items incorrectly or just does not follow the reset instructions. All of our products are OEM and come directly from the manufacturer which means we have to follow their rules and guidance when we are confronted with a item that does not work. The failure rate on these is virtually ZERO and those that there are a problem with are due to installation errors and this is why they have this procedure for replacement and them understanding that this end user could have installed incorrectly they were not going to risk sending another one and have the same problem so they offered to send a local technician to do a local technicians job. We are finding more and more of these situations with all of the end users looking to by parts which should be installed by a technician on the WEB to save money but in the long run it usually costs them 10 fold in time.
Please let me know if there is any additional information I can provide and I will
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Costing 10 Fold is not the issue. The issue was the seller not accepting responsibility for the product sold. Until I contacted the manufacture directly(which was not my responsibility, but I had to do to get it fixed) not a single person would tell me what was going on. We were lied too and told replacement was on the way. When it was not. If I buy something online and install it, I should have the support of the seller. If a seller sells something that should not be installed by the end user, then they should not sell it. If they do, then support it. Don't have the end user have to call the manufacture to resolve the issue. If the seller could produce an email or phone record to show I was told what was going on and communicated too. Then I will stop asking for my money back. But until then I will continue to ask. I still have emails that show when I first emailed the manufacture(I was told to contact the local sales manager by [redacted] corporate) then something was finally done.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
USGSC dispatched a Technician to the customers site on 1/**/16 we removed a piece of paper and cleaned all the rollers, we charged $145 for the service which was an agreed charge. On 1/**/16 we returned to the site because of a paper jam the Technician ran 298 copies, no jams again cleaned the...
machine and did not charge for the service. The customer brought the machine to our location whereas we checked and confirmed jamming from the fuser, checked the fuser and found it was set for envelope feed. The fuser was set to the normal setting, tested again by running through 300 copies with no error. I do not have any record of the customer contacting us again, he did however dispute the initial service with his CC company. We stand by our service and unfortunately we cannot stop jamming if the machine is set incorrectly, if the paper is added incorrectly or if the paper being used is not compatible.
Hello Revdex.com
There are so many procedures we have to follow because almost always the end user installs these items incorrectly or just does not follow the reset instructions. All of our products are OEM and come directly from the manufacturer which means we have to follow their rules and guidance when we are confronted with a item that does not work. The failure rate on these is virtually ZERO and those that there are a problem with are due to installation errors and this is why they have this procedure for replacement and them understanding that this end user could have installed incorrectly they were not going to risk sending another one and have the same problem so they offered to send a local technician to do a local technicians job. We are finding more and more of these situations with all of the end users looking to by parts which should be installed by a technician on the WEB to save money but in the long run it usually costs them 10 fold in time.
Please let me know if there is any additional information I can provide and I will
Thank you