C B E

The Museum is correct in that the initial meter read was incorrect and they were billed for more copies than they should have been I contacted the billing company and had all of the charges that were made in error removed along with all of the late charges I have been in contact with [redacted] from the Museum and we have had a technician go out and inspect the machine The unit is not meeting the customers requirements as far as color quality however, this unit is not made for marketing but rather everyday business color I have asked [redacted] for a time for me to come out and go over exactly what their requirements are and try to make a better recommendation We are doing everything the customer asked for in the complaint and want to make sure they are taken care of Thanks

After looking into this issue, I was able to figure out what happened and here is our response
" margin: 0px">CBE delivered the copier on time and our service technician was at the location to do the installation of the new unit. When our technician arrived he took a look at the customer’s network and realized they did not have a static IP address which is necessary for the copier to have full functionality. Our technician was able to set up a temporary work around and advised the customer that they would need to set up a static IP address in order for the machine to work properly. This is the customer’s responsibility The issue arose again, and we dispatched a technician and the technician again advised the customer of what they needed to do as far as setting up a static IP address. At that time, our technician mentioned to the customer that we offer IT support as well and we would be happy to send one of our IT people out to help set up the static IP address. He also let the customer know that it is a billable call because it is an issue unrelated to the new copier and is a network issue. At that time, the customer said they would contact their own IT people and have them take a look at it. The customer then requested that we come out a 3rd time, when our technician showed up he was turned away. The customer contacted the sales rep and our branch manager from the Ontario office joined the call. At that time the customer wanted to be released from his agreement and return the equipment. We offered to have a no charge network call to try to help and the customer refused and said pick up the equipment. We cannot just pick up the equipment as it belongs to the leasing company and has been in use by the customer. The amount of pages run on the unit was as of 2-10-16. Any financial obligations on the equipment needs to be addressed with the leasing company and not CBE. We are the servicing provider and have done everything possible to try to help this customer. If they do not feel that we can meet their needs as far as servicing their equipment, they can definitely cancel the service agreement they have with CBE Please let me know if you have any additional questions. Thanks
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CBE Office Solutions
*** ext***
***
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The Official Office Solutions Provider of the ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no time did the service technicians inform us that a static IP address is needed, I have attached a copy of the work order from the install dateNo where on the paperwork does it state that this was a temporary install due to network issuesIn fact the first time we heard the term "Static IP Address" was only when another copier company was brought in to provide us with a reliable service. And before they even sent there equipment out we had a technician here to evaluate our system and within the first minutes they informed us that we need an static IP address and explained why we need it and who to callAs far as the use of the equipment, yes we used it we are a business that needs a copier on a daily basis and cannot stop doing business because of CBE inexperienced techniciansAt times we even had to use an old desktop HP printer to scan documents into our computers just to get through the dayWe also received a call from the GE Capital the leasing company inquiring why we requested a termination of our agreement and after explaining the situation they agreed that CBE provided inferior service and was going to investigate it further.We are simply asking for CBE to stand behind there professional reputation and terminate both the service agreement and lease agreement, pick up the equipment and move on from this otherwise they are no better than the stereotypical used car salesman
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This customer is on an agreement where they have agreed to pay for the lease of a copier that includes 3000 black and white copies per month.  Per their agreement they get billed for every color page they print or copy.  For that cost, we supply all of the service and all of the supplies...

with the exception of paper and staples.  She is correct that the color meter was not collected quarterly like it should have been.  When we finally did receive the meter, we sent her an invoice for all of the color copies/prints that were made that totaled 1549.88.  We received a call saying there is no way the color copies were made, we then sent a technician to verify the meters and they had in fact run the color copies.  We realized the billing mistake and offered a discount and a repayment plan to make up for our mistake.  At that time, Daryl started to email and attack our employees.  Please see attached emails.  I got involved and gave her exactly what she was looking for. (also in the attached emails).  Her desired settlement was to drop the color overage bill, which I offered.  I did not offer to waive it because the copies were not made, but because of the problems she was causing our office with her vicious attacking emails on our employees.  She  has sent me 2 more emails and called our office d[redacted]ding to speak to me.  I have referred this to our attorney.  Daryl is not a reasonable person and you will be able to confirm this when you read through the emails.  Once again, we gave her exactly what she is looking for but apparently that is not good enough.  Thanks [redacted]

The Museum is correct in that the initial meter read was incorrect and they were billed for more copies than they should have been.  I contacted the billing company and had all of the charges that were made in error removed along with all of the late charges.  I have been in contact with...

[redacted] from the Museum and we have had a technician go out and inspect the machine.  The unit is not meeting the customers requirements as far as color quality however, this unit is not made for marketing but rather everyday business color.  I have asked [redacted] for a time for me to come out and go over exactly what their requirements are and try to make a better recommendation.  We are doing everything the customer asked for in the complaint and want to make sure they are taken care of.  Thanks

After looking into this issue, I was able to figure out what happened and here is our response.CBE delivered the copier on time and our service technician was at the location to do the installation of the new unit.  When our technician arrived he took a look at the customer’s network and...

realized they did not have a static IP address which is necessary for the copier to have full functionality.  Our technician was able to set up a temporary work around and advised the customer that they would need to set up a static IP address in order for the machine to work properly.  This is the customer’s responsibility.  The issue arose again, and we dispatched a technician and the technician again advised the customer of what they needed to do as far as setting up a static IP address.  At that time, our technician mentioned to the customer that we offer IT support as well and we would be happy to send one of our IT people out to help set up the static IP address.  He also let the customer know that it is a billable call because it is an issue unrelated to the new copier and is a network issue.  At that time, the customer said they would contact their own IT people and have them take a look at it.  The customer then requested that we come out a 3rd time, when our technician showed up he was turned away.  The customer contacted the sales rep and our branch manager from the Ontario office joined the call.  At that time the customer wanted to be released from his agreement and return the equipment.  We offered to have a no charge network call to try to help and the customer refused and said pick up the equipment.  We cannot just pick up the equipment as it belongs to the leasing company and has been in use by the customer.   The amount of pages run on the unit was 2950 as of 2-10-16.  Any financial obligations on the equipment needs to be addressed with the leasing company and not CBE.  We are the servicing provider and have done everything possible to try to help this customer.  If they do not feel that we can meet their needs as far as servicing their equipment, they can definitely cancel the service agreement they have with CBE.  Please let me know if you have any additional questions.  Thanks[redacted]CBE Office Solutions[redacted] ext. [redacted]The Official Office Solutions Provider of the [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At no time did the service technicians inform us that a static IP address is needed, I have attached a copy of the work order from the install date. No where on the paperwork does it state that this was a temporary install due to network issues. In fact the first time we heard the term "Static IP Address" was only when another copier company was brought in to provide us with a reliable service. And before they even sent there equipment out we had a technician here to evaluate our system and within the first 10 minutes they informed us that we need an static IP address and explained why we need it and who to call.
As far as the use of the equipment, yes we used it we are a business that needs a copier on a daily basis and cannot stop doing business because of CBE inexperienced technicians. At times we even had to use an old desktop HP printer to scan documents into our computers just to get through the day.
We also received a call from the GE Capital the leasing company inquiring why we requested a termination of our agreement and after explaining the situation they agreed that CBE provided inferior service and was going to investigate it further.
We are simply asking for CBE to stand behind there professional reputation and terminate both the service agreement and lease agreement, pick up the equipment and move on from this otherwise they are no better than the stereotypical used car salesman.
Regards,
[redacted]