ComDoc

(Revdex.com received the following email response from the business on 2/08/17) From: [redacted] Date: Wed, Feb 8, at 10:AMSubject: FW: Unresolved Revdex.com ComplaintTo: Cc: Good Morning [redacted] – I am looking for your assistance on this The site will not allow me to respond to this complaint This was actually resolved on 9/with the customer but I did not realize that I needed to post a response to the Revdex.com site as I have not been part of a resolution process prior to thisI’m wondering if we are locked out from a response since it has been more than days since the final notice Can you assist please? Thanks!

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Initial Business Response / [redacted] (1000, 8, 2015/10/21) */ We accomdated many IT issues not standardly covered via a standard maintenance agreement as well offered and did replace the customer's system per their request even though our service records did not warrant replacemnetThe delay in implementation was at the customer's request due to insuffienct electrical access and a pending moveI believe the customer is now satisified

(Revdex.com received the following additional email response from the business on 2/08/17) From: [redacted]Date: Wed, Feb 8, 2017 at 11:07 AMSubject: RE: FW: Unresolved Revdex.com ComplaintTo: [redacted] Awesome!  Below is a message from our contracts department who spoke directly with the customer.  They are current on their invoices with us now so I presume all is good at this point J. Good morning, I spoke with [redacted] and he was very patient and receptive during our conversation. I advised [redacted] that we will terminate the contract for the Sharp; as he was under the impression that when he received the color cube this contract would have been canceled. I advised him that all estimated meter invoices would be credited and the contract canceled. He is current on all invoicing for the color cube and is very pleased with the unit. This contract has been pulled off of suspend and is current, billing overages 10-1-16.  He would like to speak with someone concerning a possible upgrade. I will forward all credits directly to [redacted] this morning and have AR follow up with the customer on how they would like to apply their open credit of $466.57. (this amount reflects all paid estimated meter invoices credited). Open invoice [redacted] dated 6-17-16 for $63.03 has been credited. Total credit $529.60. Thank you again and if you need any additional information please advise.

From: Date: Tue, Aug 8, 2017 at 8:59 AMSubject: RE: Revdex.com Complaint [redacted]To: [redacted]Regarding the complaint that was filed against ComDoc from our customer ACA Medical Management in the attached filing with your organization are response is:After a phone conversation with the customer, we are...

going to charge the customer for the open balances that are due through September 2016-which the customer agreed they were still under contract during this period.We are going to credit any and all open charges that billed to the customer beyond September 2016 and remove them from the collection account.My email correspondence with the information to the customer is attached. Please let me know if you have any further questions or need any additional information on this one. Thank you Paul Customer Care & Retention ManagerComDoc, A Xerox CompanyPhone:Cell:Email:

Initial Business Response /* (1000, 5, 2015/07/01) */
There are two aspects to every copier/printer transaction: 1) The financial lease for the hardware itself (typically contracted through a 3rd party leasing vendor, in this case [redacted]) 2) Service & Maintenance on that acquired device, in this case...

provided by ComDoc.
ComDoc's maintenance agreement states as item B that "All supplies we provide are not for resale, you agree to return to us any supplies not used. We may charge you a monthly supply freight fee to cover our costs of shipping supplies to you. Delivery of supplies above manufacturer's suggested yields for impression volume may result in increased charges."
ComDoc monitors consumable consumption on a quarterly basis, the usage for M[redacted]'s particular device fell way beyond the "normal usage" and was nearly 20X that of the manufacturer's suggested yield. Of the thousands of high volume color units that ComDoc supports, this was the single device that fell WAY outside the parameters of normal, or even excessively high consumption.
ComDoc dispatched several service technicians to assess the device to ensure no issues with the unit itself were resulting in the excessively high use of consumable. While our technicians reported no issues with this device, they did report back that a very similar device (the DC260, a predecessor to the leased 560 unit, greater than 90% the same as our managed unit) had been placed in the same facility merely a few feet away from our device.
Myself and another supervisor went on-site to address and abnormality of a machine producing fewer impressions while using excessively high consumable amounts; we were met with a story from M[redacted] on how he has purchased the other device "under the table" from and unauthorized [redacted] channel, and he was not contracted for support or service on that device with any other company. Suspicions instantly arose due to the fact that this newly purchased unmanaged device is considered greater than 90% similar to the managed ComDoc device sitting next to it. M[redacted] admitted that he was utilizing the unmanaged device for very low color coverage jobs that he was printing, while producing the extremely high coverage applications on our device. He followed that confession up with the statement of "You are mad because I am a smart business man that found a way to take advantage of ComDoc." There are witnesses that can corroborate this statement.
I advised M[redacted] that this was a poor way to conduct business and if the trend continued to persist we would be required to consider alternative service/support options provided/ allowed via our maintenance contract. We monitored the account for 60 days and the issues persisted. We provided M[redacted] with several options: 1) We cancel the maintenance agreement with ComDoc and he is free to contract the service and support on the device through any other company 2) We bill him at a discounted service/ support rate per impression and bill him separately for his consumable 3) We cancel the agreement all together and simply provide service on a time/ materials basis while providing him with an option to purchase his consumables through us at a discounted cost. 4) We proceed forward with the same agreement, with an increased cost/ impression to account for the excessive usage.
We advised that we would provide 30 days for M[redacted] to decide how he wished to proceed.
M[redacted] quickly replied that he rejected all of the aforementioned options; thus forcing ComDoc to terminate the maintenance agreement per the terms of our agreement after the 30 days.
The financial portion for the hardware with [redacted] continues to exist; as M[redacted] is free to purchase his own consumables, or contract through a different vendor to provide service/ support on that asset. I suspect that other vendors are not willing to support him for the same reasons that ComDoc was no longer willing to.
Much like leasing a car, you can't just refuse to pay the dealer for your mileage overage at the end of the year...and then when advised of that then attempt to terminate the lease.
It is also worth noting that in ComDoc's 60 years of business, of the 60,000+ devices that we support....this is the first time that an issue with excessive toner usage has been unable to be resolved under mutually agreeable terms between ComDoc and the customer.
It's unfortunate; however, ComDoc did provide many options in attempt to avoid any disruptions in service and support. Each option being met with absolutely no consideration by the other party involved.

(Revdex.com received the following email response from the business on 2/08/17) From: [redacted]Date: Wed, Feb 8, 2017 at 10:47 AMSubject: FW: Unresolved Revdex.com ComplaintTo: Cc: Good Morning [redacted] – I am looking for your assistance on this.  The site will not allow me to respond to...

this complaint.  This was actually resolved on 9/9 with the customer but I did not realize that I needed to post a response to the Revdex.com site as I have not been part of a resolution process prior to this. I’m wondering if we are locked out from a response since it has been more than 10 days since the final notice.  Can you assist please? Thanks!

Initial Business Response /* (1000, 8, 2015/10/21) */
We accomdated many IT issues not standardly covered via a standard maintenance agreement as well offered and did replace the customer's system per their request even though our service records did not warrant replacemnet. The delay in...

implementation was at the customer's request due to insuffienct electrical access and a pending move. I believe the customer is now satisified.