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Direct Source Copiers, Inc.

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Reviews Direct Source Copiers, Inc.

Direct Source Copiers, Inc. Reviews (16)

Initial Business Response /* (1000, 8, 2015/05/12) */
Our office Is in receipt of this complaint and have the following information in regards thereto
First, our company has been in business for years and if our office were scammers, we wouldn't have been able to stay In business this long so
the customers assertions we're scammers is an effort to divert attentions away from what the real true and actual facts are in regards to this dispute, Our office sells 2,000+ machines a year in the open marketplace and if we were scamming people there'd be a LOT more complaints out there then there areBut like this customer, no matter how you try to assist them, it's NOT good enough and they go on a tyrade to smear our company's name which in this case is exactly whats happening by trying to use our Revdex.com rating for no GOOD reason,
I have attached all documentation to prove our office's position in regards to this dispute including emails from the customer himself to our office further evidencing our office has been trying to assist him and this complaint is only being filed maliciously it is without merit nor factual basis
First, attached hereto please find the customers Paid In Full invoice, invoice #XXXXX, dated June 3, (almost an entire year ago) and Is marked as Exhibit "A" hereto for your information, proof and purusal wherein all of our office policies/provisions, terms/conditions of this sale were put in writingin black and white and in 7th grade EnglishPlease pay particular attention to the following policy/provision, term/condition: "Year Kyocera Parts warrantyIn Lieu of NO REFUND policy, there is a day replacement guaranteebalance deliberately omitted by me because it has no basis for this dispute but is there for everyones information and pursual
Which this same customer agreed toApprovedAcceptedAcknowledged and fully authorized by way of his signature thereto and the emailing of same back to our office prior to our office receiving the customers credit card for this purchase and prior to our office shipping to the customer the equipment HE ordered in which he could have made any corrections to, modifications to, etcif he so felt the need toNo refunds mean no refunds, The customer approved itAccepted itAcknowledged it and fully authorized this policy/provision, term/condition of this sale,
One thing this customer is NOT saying is he contacted our office for a copier that does a certain pound paper BUT did NOT and NEVER indicated he wanted to run to part forms through the automatic document feederThis becomes intrical for HIS assertions the copier is defectiveThe customer signed for the delivery free and clear of any damages being noted at the time of delivery (please see the attached Proof of Delivery from UPS Freight which is evidence and proof of same) and was delivered on June 13, and is marked as Exhibit "B",
After the customer took delivery of the machine, he contacted our office after he took delivery of his order and was ready for the set up and installation of the copier in his officeAt that time our office dispatched Copynet Technologies to go to the customers office and install his new copier (which is another service our office provides customers) and despite what he indicates that our office produced falsified documents to American Express is a complete and blatent lie
Attached hereto please find the report our office received from Copynet Technologies for whom is independent from our office and doesn't work for us and is his own company whose been installing and servicing copiers for over yearsit indicates that the copier was set up and installed in the customers office to their exact specifications and was functioning properly at the time of the install (June 16, 2014), but the only notations made by the tech was he told the customer to change the type of paper he wants to run through the automatic document feeder and that is marked as Exhibit "C" for your information, proof and pursue!Our office paid Copynet Technologies (because that was part of the contract between the customers office and ours) for the installation and business was deemed fulfilled and completed therebyNothing defective with the copier was noted at the time of install, just that the customer needs to use different paper through the automatic document feederIn July, the customer contacted our office and indicated that he was experiencing jamming issues through his automatic document feeder and our office suggested that a tech needed to go there and assist the customer, At that time the customer claims to have not wanted Copynet back out thereOur office as courtesy to this customer, even though we were under NO obligation to do so but did, dispatched Northeastern Office Equipment to go to the customers office to assist himAttached hereto please find Northeastern Office Equipments bill that was sent to our office and even they indicate that the customer is attempting to run these to part forms through the automatic documents feeder which is causing the jamming issue and they too suggested he use a different paper through the automatic document feeder and is marked as Exhibit "D"Nothing defective was noted at the time of this service call and even though our office was under NO OBLIGATION to do so, paid Northeastern Office Equipment for the service call and despite what the customer asserts, Northeastern are qualified and certified service technicians for over 20+ years as wellSo repairing it can only be done by the customer using a different type paper to run through his automatic document feederThere's nothing defective about the copier itself so theirs nothing to replaceSo after it was determined that there was nothing defective about the copier, Just the customer needs to run a different type paper through the automatic document feeder he embarked on a campaign of attempting to nullifyVold, terminate and breach his contract with our office by using the charge on his credit card with American ExpressThe contract isn't between his credit card company and our officeThe contract was entered into between the customers office and ours and the credit card companies cannot nullify, terminate nor void the contractIt's outside the scope of their authorityThese same documents I am providing the Revdex.com with were provided to American Express, Even American Express can see by these documents provided (from non biased 3rd parties) that there is nothing defective with the copier Just that the customer simply needs to use a different type paper to run through the automatic document feeder which went on for 8+ months (which we could have had resolved way before now had he not kept disputing the charge on his credit card) until finally a nice lady from American Express, named ***, contacted our office regarding what we can do to further assist this customer and we spent countless hours on the phone with her and the customer trying to further assist the customerif you want to find out the truth, anyone can contact *** at American Express including anyone whom reads our offices response including the Revdex.com to see whose the company telling the truth, Her # Is XXX-XXX-XXXX extXXXXXThey are a non biased 3rd party as well that's how confident our office is that this customer is maliciously filing an unwarranted and unnecessary complaint against our office as our office has been working with American Express as well as the customer to resolve this issueWe aren't scamming anyoneCall American Express I'm sure they'll tell you what kind of company our office is because she thanked us for all that we have been doing to try to assist this customer
During one of these conference calls we had with American Express and the customer, our office agreed to look around for a refurbished Canon IIR(year old technology and is too old) because he sent me a picture as well as examples of the forms he wants to process through the automatic document feeder which I personally sent to different refurbishers we know (one of which this customer cc'd an email to when he wrote me the day he filed this complaint with the Revdex.com which I am attaching hereto for your proof, information and purusal)You can see with your own eyes that what our office is saying is the truth and what the customer is saying are malicious lies and they are marked as Exhibits "E-through and including E.4"Please pay particular attention to Exhibit "E-4" wherein he is inquiring what we were able to find out full well knowing he filed a complaint with the Revdex.com but Is proof of the validity of what we are advising the Revdex.comHow sneaky! Also please see Exhibit "E-3"It's the counter report from the customers copier that he sent to me so that we could add his copier to our used flyer to possibly sell the copier for him and Is making pristene copies and the machine as 1,copies made on it which further proves there's nothing defective about the machineSo in closing, nothing else the customer says can be believed if we are providing at the documentary proof as proof of what our office is sayingWe're trying to assist this customer, but the customer is the one whose conducting underhanded and deceitful businessNot our office because our office doesn't even have any obligation to assist this customer at all, because he bargained for and received exactly what he ordered, It Is functioning properly and has been told by not only my office but the two (2) service providers whom went to his office and American Express that he needs to simply change out his paperOur office has not only honored the contract between our respective offices which Is evident by all of the attachments hereto and as you can see it's not our office whom are the scammersThe evidence is clear whom that isIt's Automotive Manufacturing Conot Direct Source Copiers
Even after this customer filing this malicious complaint against our office we are still assisting himWe were able to find a Canon IRwhich will process these exact forms through the document feeder (the examples of the forms the customer mailed our office that we provided to different refurbishers) from Marc at Marc's Copiers says the Canon IRcan accommodate his forms but he wants $3,for the machine plus shippingAs soon as I hung up the phone with Marc I immediately contacted *** at American Express and advised her of sameDuring our discussion I advised her that to upgrade the copier to the refurbished Canon 11Rthis customer would have to be charged $1,in addition to the $2,he originally paidMy suggestion to *** that in order to save this customer money we would and did add this customers machine to our used flyer and blasted It out to all the customers whom have contacted our office regarding the purchasing of used equipment to save this customer from having to spend more moneyBad Direct Source Copiers for trying to actually help this customer
When talking with *** at American Express we told her that it might Just be best if we listed the customers machine on our office's used flyers and see if we can get any bites in the New York area to try and save the customer spending more money than he needs to and if we can get it sold for him, whatever we sell it for we would refund his credit card that amount*** told me she is satisfied with what our office is doing with trying to assist this customer and that she was going to close her file because our office is being more than gracious enough in assisting this customer and so that American Express can back out now while we handle further assisting the customerSelling used machines in a particular demographic can take time and filing a complaint with the Revdex.com isn't going to change that or make that go any fasterTruthfully after this customer maliciously filing this complaint with the Revdex.com after all the work we've put into trying to help him and calling our office scammers (which is clearly evident it's this whose t into scam our office) it's against my better judgement to keep going forward because this is the thanks we get for trying to help him? Doesn't seem ethical, right nor fair but we are a good companyWe conduct good business and have good business practices so we will continue to try and assist this customer, but there's only so much we can doAt some point he might have to practice a little self help if he wants this to go faster maybe listing it on Ebay or Craigslist if he wants Instantaneous results
Now in closing our office is honoring the terms/conditions, policies/provisions of the contract between the customers office and ours and even going above and beyond what is even required of our office to do to further assist him and our office should have the same expectation that the the customer be bound by those same terms/conditions, policy/provisions as is our office especially in light of all of the attachments hereto and Information contained herein we're actually trying to help the customer, Should you have any questions and/or comments or should you require anything further from our office at this time, please do nit hesitate to contact our office directly at XXX-XXX-XXXX

Initial Business Response /* (1000, 8, 2016/03/01) */
Our office has been in business for years and we are not fraudsters otherwise we wouldn't have been able to stay in business this long if we were but already agreed to pick up the copier and refund this customer as soon as the copier has been
received
Matter is satisfactorily resolved between both parties

Initial Business Response /* (1000, 10, 2016/01/12) */
Our office is in receipt of the above referenced Revdex.com complaint and have the following information in rebuttal thereto:
First, attached hereto please find the customers Paid in Full invoice, invoice #*** (hereinafter referred to as
"Invoice", "invoice #XXXXXX" or "paid in full Invoice") dated December 24, and Is marked as Exhibit "A" in it's entirety wherein all the terms/conditions, policy/provisions are fully, clearly and completely contained thereinPlease pay particular attention to the following policies/provisions, terms/provisions as follows:
"year Kyocera parts warranty, in lieu of NO REFUND policy there is a (90) day manufacturers replacement guaranteeCustomer may purchase local service contract to maintain copier and pay labor charges not covered under parts warranty."
Which same policies/provisions, terms/conditions were dully, clearly and completely agreed toApprovedAccepted and acknowledged by way of the 4istomerrs office by signing the invoice and emalling it back to our office on December 24, all pre-sale and pre-shipping
Also attached hereto please find the customers Service Contract, dated December 25, (hereinafter referred to as "service contract") wherein the terms/conditions, policies/provisions are fully, dearly and completely contained and Is marked as Exhibit "B" in its entiretyPlease pay particular attention to the following policies/provisions, terms/conditions as follows:
"This agreement includes service calls, during business hours, as reasonably requested, required by causes OTHER THAN carelessness or improper handling and use of the equipment, EXCLUDING damaged caused by fire, lightning, power surges, riots, or acts of God, abuse, operator error and/or negligence.." Balance deliberately omitted by me but Is there for your review and perusal
"The term of this agreement Is for a period of one year (unless otherwise specified) and is automatically renewed (at the sole discretion of DSC, Inc.) at prevailing ratesDSC will NOT replace any machine under this contract and if THE AMOUNT OF REPAIRS IS MORE THAN THIS CONTRACTED AMOUNT, DSC WILL TERMINATE THIS CONTRACT WITHOUT THE REPAIRS BEING PERFORMED AND WITHOUT NOTICE,"
Service technicians will NOT be sent for installation of consumable items." Upper part of paragraph deliberately omitted by me, but is there for your information, review and perusal
"Networking is excluded from this contract as well as slit glass cleanings, external parts, clearing paper jams, PM Maintenance or cleanings for operator error."
Which same contract was fully, clearly and completely approvedAgreed toAccepted and acknowledged by way of the customer's office signing I and emaillng it back to our office on December 24, which this service contract will bec9me an intriguel part of our offices' response to this Revdex.com complaint but will be addressed later on in this response
The copier was delivered and signed for by the customers' office on January 8, and our office dispatched the service technician to go to the customer's office and install the copier and from that date until June 25, (a full months after taking delivery of the copier) our office didn't hear a word nor peep from the customers' office until *** contacted our office stating he was having "copy quality issues" with the copier and, was transferred to ***, after trouble shooting a few Issues with ***, was informed by *** that this copy quality issue started AFTER he purchased a toner from someone else and replaced the toner*** advised *** to contact the company that he ordered the toner from and get it replacedSo obviously it's not been working since day one cannot be the truth If they ordered more toner despite what his copy count saysWhy would you put gas in your car if you didn't need gas? Exactly
On June 26, *** of our office received an email from *** that I am attaching hereto for your information, review and perusal which evidences, validates that it's our office that Is telling the Revdex.com and the general public the truth and is marked as Exhibit "C" in it's entirety wherein *** Indicates as follows:
"Hey ***, *** with Brave New Telemedla againI followed your advice and contacted the place where we got the toner to get a replacementIn the meantime, we ordered Kyocera brand cyan toner from a different company and it is still giving me the same errorI can't imagine that two toners from different companies would both be defective
Can you send a serviceman here to look into the machine after all? Thank you, *** T Office Assistant Rentboy.com Manworks.com"
At that time our office sent over a request for service to Ron (c) Compucal to go over under the customers' service contract to find out what's going onOn June 29, our office received a call from Compucal from the customers' office and it was determined by them that the toner that the customer ordered from another company was a compatible toner, not an OEM (origial equipment manufacturer brand toner which is recommended by the manufacturer d ring the first year because if there is any issue caused by a substandard toner, the manufacturer voids the year parts warranty anyway) toner which "gunked up" his developer unit AND his drum unit and needed to be replaced, all sensors needed cleaned which means getting into the body of the copierThe compatible toner needs to be completely removed from all rollers, gears, actuator switches, sensors and CAN take out a toner supply board too, That's the risk you take with compatible toners and is a process of elimination because up until this point? Our office hadn't had any contact with the customers office at aso it was working since day otherwise we would have heard something from themSorry, that's itToners, developer units and drum units are "consumable" items and 1) aren't covered under his service contract nor the cost to replace them and clean out tile machine and 2) Isn't covered under his year parts warranty either because this is considered a) operator error and b) is a consumable issue, not a parts issue and if this compatible toner damaged the toner supply board which IS a part, It is specifically excluded even from the manufacturer because of this compatible toner, Not our rules but the manufacturers rules*** contacted our office on July 9, and spike with *** and it was explained to him why these items are not covered under his service contract nor under the year manufacturers parts warranty and was quoted $for the drum and $for the developer unit and he would need a new OEM toner for $So, our office heard nothing again from the customers office until August 19, wherein the customer purchased an OEM Developer Unit and purchased a drum from Compucal and had already purchased an OEM toner back on June 26, which he put in that didn't fix the issue, (You can contact Rbri Compucal to verify the truth in what our office is stating; his # is (XXX) XXX-XXXX) what do you think Is going to happen? If someone puts sugar in your gas tank, ju filling It with new gas won't fix the underlying IssueAll fuel lines, carburator, etchavd to be flushed and replaced BEFORE you add the gas and can gYou can't put a band-aid on a cut requiring stitches, So at that time and after much cursing by the customer stating he didn't want Compucal back out there we contacted Randy at Copynet to go to the customers office to diagnose and of fix the customers' issue and keep our office in the loopRandy made an appointment to go to the customers office on August 25, On August 25, our office received a call from the service technician Indicating that the building was surrounded by police people were being arrested and boxes being brought out by police but made the floors of stairs up to the customers office which the hallway was filled with police officersAs he approached the customers office he was stopped by the police and went through minutes of intense interrogation questioning him to as why he was thereRandy told the police officer he was just there to take a look at Brave New Telemedia's copier and was advised by the police that owner, *** ***, was arrested for running a male prostitution ring and that he couldn't go In their office and was ushered out the doorAttached hereto please find an email *** of our office received from Randy evidencing all of the above that I am advising you as proof and validity that our office is telling the truth and is marked as Exhibit "D" in it's entirety where in he indicates he WILL NOT GO BACK OUT THEREBut his # is on that email if anyone wants to call and verify the Information provided herein now that the customer has posted a public complaint and after the story was in the newspaper for the whole world to see
This event made national newsAttached hereto pease find a newspaper article dated August 25, (written August 25, by *** *** of the New York Daily News) which further evidences and proves what our office Is apprising the public and the Revdex.com regarding everything our office is stating and It Is larked as Exhibit "E-through and Including E-3" In it's entirety and he bonded out on $350,bail according to the articleThat was the last time our office heard anything from this customer until we received this Revdex.com complaint on December 29, That's solid months and if this was so pressing on him and such a problem for him, then why haven't we heard from him In the solid months he's been out of jail on Makes his complaint look like smoke screens and mirrors to divert attentions away from the fact the customer messed up his own copier and is trying to blame our office when he bought a substandard compatible toner and killed his own copierNot our office's faultWe've been trying to do everything to assist them, going above and beyond what Is even required for our office to do, but they do not like the answerThais not our offices' faultWe didn't hear a peep from them for months prior to them putting In this compatible toner so the customer's not telling the truth in regards to this Issue to the publicIf you will look at the customers' service contract, it doesn't cover operator error, negligence, improper handling or carelessnessIn addition the service contract also states that our office will not replace any copier the service contract nor will our office cover the cost of repairs if those repairs exceed the price paid for the service agreement and even in the customers own words I s going to cost (retail) $to fix what he did to itAfter we were told by *** that he was using compatible toners our office terminated his contract (but up till this point the copier was working perfectly) which Is our offices' right to do under the signed service contract and the customer approved the terms/conditions, policies/provisions in that same service contractBusiness is deemed complete as far as our office Is concerned and nothing further for our office to doNow, our office has been telling the truth, backed it up with Independent from this office documentation and further proves this customer Isn't telling the truth and it's shameful that his only way to hurt our office is to go after our Revdex.com reputationHow deceitful and underhanded especially since we tried to help himUnprofessional as wellOur office has been In business for 30+ years and have a better Revdex.com rating than Disney and conduct professional, ethical business, but this customer is trying to scam our office and is using the BM to do itHis year parts warranty had already expired by the time he flied the Revdex.com ComplaintOur office terminated his service contract which we are allowed to do as agreed toApprovedAccepted and acknowledged by them signing the service contract in June, There is nothing further our office can do to further assist themThey need to accept personal responisibility for their own actions and don their big boy pants and fix the damage they did to their own copierNot our officeYou can't make this stuff up! Now, I would like to address Mr*** updates it) his Revdex.com complaintYes, I did have *** call Mr*** and try to reason with him to dose the dispute because we didn't information to have to send the Revdex.com all this public information about this customers arrest for prostitution, etcso he wouldn't be more embarrassed so yes, We tried to talk him into closing it to keep this from happening, but again, as is evidenced by all the information contained herein and attached hereto reasoning with him had no affect and only has forced our office to reply to this complaint and attach all the attachments to prove our office is telling the truthThe only thing our office is going to do to further assist this customer is give him the name telephone #s of the local certified Kyocera service centers in the customers area to come and fix the damage the customer themselves caused to their copier and they are contained on the last page of this responseIn closing, this customer also wrote Kyocera Tech support whom forwarded ft to our office and after we supplied them with all the same information herein to them, they referred this customer back to our officeThere isn't anything they can do to assist him either especially since they were apprised of the Information that the customer used a substandard compatible toner In his copier and it caused the damage to the copier according to the service provider, I just received an email from Kyocera they are going to assist him (but p.5.? indicate they DID find a "bogus toner" In the machine) so? far as our office Is concerned, Contract full filledBusiness is deemed completeShould you have any further questions and/or comments or should you require anything further from our office at this time, please do not hesitate to contact our office directly at XXX-XXX-XXXX
Thank you

Initial Business Response /* (1000, 8, 2016/03/01) */
Our office has been in business for years and we are not fraudsters otherwise we wouldn't have been able to stay in business this long if we were but already agreed to pick up the copier and refund this customer as soon as the copier has been
received
Matter is satisfactorily resolved between both parties

I am rejecting this response because:The facts and reasons are incorrect as I have them documented on our invoice. Weather was never declared as a factor....everytime I called they seemed to not have valid responses to were our order was and always had to track it down I called them on 9/since it took so long to receive our printer, I knew the toners would not arrive promptly...orders back in were handled much more professional, than now. I worked with this company before and had no issues, but in the past year it has become a struggle to get a reasonable answer, without being made to feel like we are not justified in asking where our paid for products are. It becomes very unprofessional and feels like a run around, vs client satisfaction for return business. I would think that they would want to make sure their clients were taken care of better

Initial Business Response /* (1000, 5, 2015/09/09) */
Our office is in receipt of the Revdex.com Complaint dated this date and have the following rebuttal in regards thereto
First, attached hereto please find the customers Paid in Full invoice dated July 27, which contains all the
policies/provisions, terms/provisions of this sale and is marked as Exhibit "A" in It's entirety for your Information, pursuer and proof (hereinafter referred to as "sales contract" or Invoice") that was fully agreed toApprovedAcceptedAcknowledged and fully authorized by the customer by way of the customer's email to our office received on July 30, all pre-sale and pre-shipping (which same email is attached hereto and Is marked as Exhibit "B-through and including B-2" in it's entirety), Please pay particular attention to the following policies/provisions, terms/conditions of this sale as follows:
Year Ricoh Warranty, in lleu of NO REFUND POLICY, there is a day replacement guaranteeCustomer may purchase local service contract to maintain copier and pay for labor during warranty period no paid by DSC or Ricoh
Also:
Customer may call Upon receipt of copier for set up and coordination of installNot included in price, Approx: $150/hrfor Networking and Install(Networking to CPU Extra)
And the reason that is crossed out is because the customer declined this service
In Addition, please see in the totals category if further evidences "Basic install OPTIONAL and Networking OPTIONAL"
Please see exhibits b-through and including b-(the email from the customer and david *** of our office) attached here to wherein if further evidences:
The customers email to our office dated July 30, the customer agreeing toApproving, AcceptingAcknowledging and fully authorizing all the policies/provisions, terms/provisions of this sale as follows: "All set order approvedThank you*** ***"
a) Please ensure that this quote reflects the items discussed and is to your expectationLet us know if it is not and we can revise the invoice to reflect your needs
B) AlsoPlease remember to call us when you receive the unit so we can confirm the order is received and complete and I can coordinate install for you for the $and *** will take a free look at the *** and email you an estimate for rebuildWhich he further declined
Lastly, attached hereto please find the email from *** of our office to the customer which contained the tracking information for his copier, dated August 14, and Is marked as Exhibit "C" hereto in it's entirety for your information, pursual and proof the validity of what we're going to address a little later on in this responsePlease pay pay particular attention to the following:
If this is a machine please make sure to cal into our office upon receipt of the copier BEFORE unpacking the boxes so we can verify everything is received
Now let's get down to the real, true and actual facts in regards to this dispute and what our office is prepared to do to further resolve itThis man doesn't want to honor the terms/conditions, policies/provisions of this sale and Is vindictively going on a social media tirade to financially harm cur office because just like the Revdex.com expects our office to honor the terms/conditions, policies/provisions of the sales contracts we are expecting the customerto be held to the same standard which this customer had in his possession, custody and control for full days prior to giving our office his credit card information for the purchase of this copier and a full days before emalling our office his sales contract approval to have made any modifications, Added any upgrades, etcbut chose not to change anything
If you will please notice that set up and Install is specifically excluded from this sale so our office wasn't supposed to set up nor install this customers copier for him so the fact that he Indicates we never did, is true, because he declined it, Whose fault is that? Certainly not our offices' fault, We were contracted to sell him a Ricoh MP201SPF Copier for $which is exactly what we didThe fact that he indicates we breached this contract by not delivering the copier Is a LIE because he took delivery of his entire order on August 14,
Attached hereto please find the Averitt Express proof of delivery which is marked as Exhibit "D" hereto in it's entirety that validates and proves same3ust because lie threw a temper tantrum because we dIdint babysit him and hold his hand during the delivery process is irrelevant and he hastily purchased a copier from some other company doesn't nullify nor void the contract between our respective offices 'nor does It nullify nor void the no refund policyThe only reason this man is going on a tirade is because we're binding him to his sales contract with our office (which is expected of us) and this is his way of getting what he wants or so he thinks (our office to pick up the copier after we shipped him EXACTLY what he ordered from usA full refund devoid the 25% restocking fee that the manufacturer charges our office for Its return)Why should our office bare the burden of these costs when we did exactly what we were contracted to do from the onslaught? Not That's not going to happen no matter how much of a tirade he continues to go on, '
Our office sells machine a month and our bad review ratio is .XXXXX% because you can't make some people happy no Matter what you do and after receiving all his nasty, threatening emails thus far we finally referred him to our offices' lawyer for further correspondenceAnother reason he's on this little temper tantrum, Good grief how unethical and unprofessional can one man be? Honestly!
If this customer wants to return the machine, our office will go over and above our own office policies to accommodate him just to resolve this dispute even though our office is under no obligation to do so and will accept it back for return under these conditions (1) this customer will have to ship the copier back to us and it will need to be inspected that it is returned to our office in the manner in which it was shipped to the customer in originally 1.e, new; unopened; unused and undamaged and if It passes *** our office will (2) refund the customer minus the 25% restocking fee that will be assessed to our office because of its return by the manufacturer, Why should our .office bare these costs when we did exactly what the customer contracted our office to do from the beginning?
If the customer declines this offer in order to resolve this dispute then there's nothing further our office can do to further assist him as our office is honoring the terms/conditions, policies/provisions of this sale and we should have a reasonable expectation that this customer be bound by the same standards
Thank you

Initial Business Response /* (1000, 9, 2016/05/27) */
Our office had already reached an agreement to replace the copier with Mr*** prior to Mrs*** filing this complaint and despite what Mrs*** indicates which puts our office is in compliance with the terms/conditions,
policies/provisions as contained her their signed contract with our officeThey signed the no refund policy/provision, term/condition of this sale and no refunds means no refunds despite what Mrs*** indicates and is a legally binding contract between our respective officesThe only matter left to decide is which copier they now want to replace the Canon withAs soon as they let us know which one they want, our office will have it shipped to them and business will be deemed fulfilled and completed
Initial Consumer Rebuttal /* (3000, 11, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed this report with Revdex.com after waiting months for a copier to be delivered and workingI own a business that relies on technology to work and be fully functioningAny other business that sells a product will stand behind it and not expect someone to wait around to see if it can be fixed for months when it was supposed to be as easy as "Plug and Play" per *** when he was selling it to usIt was also only going to take to weeks to deliver (weeks was actual)He has made the offer to replace this machine (after months of repairs and weeks of avoiding me) with another copier but we had to have a working machine immediatelyWe don't have another months to wait for a new copier to arriveThis product was not received as advertised and having a no refund policy on a lemon is not a good or legal business practiceI really do not want to have further business with this companyThe "agreement" to replace the copier was only after several attempts over weeks to contact *** and not having phone calls returnedI finally reached him and he got very agitated with me, threatened to hang up on meWe never had an agreement to accept another machineHe sent me info on a potential new machine for me to look at but we never agreed on anythingno new contracts were forgedIf Direct Source Copiers wants the broken Canon ImageRunner back, they will need to arrange for pick upI have sent them notification to pick it up immediatelyWe will see if they respond
Final Business Response /* (4000, 15, 2016/06/14) */
***Document Attached***
On this customer's Paid in Full invoice that I am attaching herein for reference all the policies/provisions, terms/conditions were fully, clearly and completely contained therein as follows: "Day Canon Parts WarrantyIn lieu of NO REFUND policy there is a day manufacturers replacement guarantee." which replacement guarantee has expired, but our office has indicated that we would replace the machineIf you will pay attention to the "Please approve and fax Back to XXX-XXX-XXXX Ms***'s signature is there agreeing toAcceptingAcknowledgingApproving and fully authorizing to all the said terms/conditions, policies/provisions of this sale and IS A LEGALLY BINDING CONTRACT IN THE STATE OF CALIFORNIAOur office is honoring the day replacement guarantee after that warranty has already expired which Ms*** is attempting to BREACH by way of charging back her credit card as a way to get around this legally binding contract and for the Revdex.com's information was just recharged to her credit card because Visa/Mastercard cannot terminate, nor null and void said contract because it's outside the scope of their authority despite what her card issuing bank is advising herWe're honoring the terms/conditions, policies/provisions of the contract between our respective offices and our office should have a reasonable expectation that the customer be bound by the same terms/conditions, policies/provisions as our office isNo refund, means no refunds and our office is being gracious enough to replace the copier, even though after the day replacement guarantee has expired, our office is under NO obligation to do so but are in an attempt to resolve the dispute between our respective officesIf the customer refuses, then there isn't anything further our office can do to further assist themEven if Ms*** takes it to Visa/Mastercard Arbitration? When she loses because as discussed above nullfying, terminating the legally binding contract between our respective offices is outside the scope of Visa/Mastercards authority and when she loses in Arbitration, they'll charge her $for it going to Arbitration when our office is honoring the terms/conditions, policies/provisions of the contract between our respective offices and is legally bindingPlease have the customer contact our office and we'll replace her copier with another like copier! PeriodEnd of StoryWe're trying to help her but we're not the one whom is breaching the contract between our officesMs*** isShould you have any questions and/or comments or should you require anything further from our office at this time please do not hesitate to contact our office directlyThank you!
Final Consumer Response /* (2000, 25, 2016/07/22) */

Initial Business Response /* (1000, 9, 2016/05/27) */
Our office had already reached an agreement to replace the copier with Mr*** prior to Mrs*** filing this complaint and despite what Mrs*** indicates which puts our office is in compliance with the terms/conditions,
policies/provisions as contained her their signed contract with our office They signed the no refund policy/provision, term/condition of this sale and no refunds means no refunds despite what Mrs*** indicates and is a legally binding contract between our respective offices The only matter left to decide is which copier they now want to replace the Canon with As soon as they let us know which one they want, our office will have it shipped to them and business will be deemed fulfilled and completed
Initial Consumer Rebuttal /* (3000, 11, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed this report with Revdex.com after waiting months for a copier to be delivered and working I own a business that relies on technology to work and be fully functioning Any other business that sells a product will stand behind it and not expect someone to wait around to see if it can be fixed for months when it was supposed to be as easy as "Plug and Play" per *** when he was selling it to us It was also only going to take to weeks to deliver (weeks was actual) He has made the offer to replace this machine (after months of repairs and weeks of avoiding me) with another copier but we had to have a working machine immediately We don't have another months to wait for a new copier to arrive This product was not received as advertised and having a no refund policy on a lemon is not a good or legal business practiceI really do not want to have further business with this company The "agreement" to replace the copier was only after several attempts over weeks to contact *** and not having phone calls returned I finally reached him and he got very agitated with me, threatened to hang up on meWe never had an agreement to accept another machineHe sent me info on a potential new machine for me to look at but we never agreed on anythingno new contracts were forged If Direct Source Copiers wants the broken Canon ImageRunner back, they will need to arrange for pick upI have sent them notification to pick it up immediately We will see if they respond
Final Business Response /* (4000, 15, 2016/06/14) */
***Document Attached***
On this customer's Paid in Full invoice that I am attaching herein for reference all the policies/provisions, terms/conditions were fully, clearly and completely contained therein as follows: "Day Canon Parts WarrantyIn lieu of NO REFUND policy there is a day manufacturers replacement guarantee." which replacement guarantee has expired, but our office has indicated that we would replace the machine If you will pay attention to the "Please approve and fax Back to XXX-XXX-XXXX Ms***'s signature is there agreeing toAccepting Acknowledging Approving and fully authorizing to all the said terms/conditions, policies/provisions of this sale and IS A LEGALLY BINDING CONTRACT IN THE STATE OF CALIFORNIA Our office is honoring the day replacement guarantee after that warranty has already expired which Ms*** is attempting to BREACH by way of charging back her credit card as a way to get around this legally binding contract and for the Revdex.com's information was just recharged to her credit card because Visa/Mastercard cannot terminate, nor null and void said contract because it's outside the scope of their authority despite what her card issuing bank is advising her We're honoring the terms/conditions, policies/provisions of the contract between our respective offices and our office should have a reasonable expectation that the customer be bound by the same terms/conditions, policies/provisions as our office is No refund, means no refunds and our office is being gracious enough to replace the copier, even though after the day replacement guarantee has expired, our office is under NO obligation to do so but are in an attempt to resolve the dispute between our respective offices If the customer refuses, then there isn't anything further our office can do to further assist them Even if Ms*** takes it to Visa/Mastercard Arbitration? When she loses because as discussed above nullfying, terminating the legally binding contract between our respective offices is outside the scope of Visa/Mastercards authority and when she loses in Arbitration, they'll charge her $for it going to Arbitration when our office is honoring the terms/conditions, policies/provisions of the contract between our respective offices and is legally binding Please have the customer contact our office and we'll replace her copier with another like copier! Period End of Story We're trying to help her but we're not the one whom is breaching the contract between our offices Ms*** is Should you have any questions and/or comments or should you require anything further from our office at this time please do not hesitate to contact our office directly Thank you!
Final Consumer Response /* (2000, 25, 2016/07/22) */

? I am rejecting this response because:The facts and reasons are incorrect as I have them documented on our invoice.? ? Weather was never declared as a factor....everytime I called they seemed to not have valid responses to were our order was and always had to track it down? ? I called them on 9/since it took so long to receive our printer, I knew the toners would not arrive promptly...orders back in were handled much more professional,? than now.? ? I worked with this company before and had no issues, but in the past year it has become a struggle to get a reasonable answer, without being made to feel like we are not justified in asking where our paid for products are.? It becomes very unprofessional and feels like a run around, vs client satisfaction for return business.? I would think that they would want to make sure their clients were taken care of better

This complaint is a surprise to us considering we have already discussed this with you on numerous occasions which you were fine with and certainly doesn't warrant you filing a formal complaint over especially since it's just toner ESPECIALLY since you've been a customer of ours since and have
ordered several machines from us and have enjoyed GREAT customer service since then? As discussed with you, with the recent weather across the country UPS has lost, returned and not delivered some of our orders yet that UPS has from our office.? The delay was because the toners were returned to the distribution center by UPS with no notification as to why they came back and were reshipped to someone else and we were out of stock of them, when you called, for a few days but would get them out as soon as our office received our shipment in (that was also delayed by the weather across the Country as well)Not our offices fault and not yours eitherNo call was placed by you to our office until September 5th so our office had no knowledge that you hadn't already received your toners until you calledYou're right.? You did speak to John of our office as well as Dallas of our office and the owner of the company and this was explained to you which you were fine with so, filing a complaint with the Revdex.com is premature because your toners are in transit to you as we speak and you should be receiving? on Monday.? Here's your tracking information to verify what we're apprising you of in this responseUPS.com tracking # *** eta is? Monday? as discussed with you prior to the filing of this complaint.? ? If ? such a small issue like a delay in receipt of toners from our office due to bad weather causes you to write a formal complaint with the Revdex.com then, it would be best that all future orders be placed with another company especially since we need the time we're delegating to respond to this to handle other customers whom are still awaiting deliveries of their copiers by UPS which were delayed too by the bad weather across the Country.?

Our office is in receipt of the complaint ID#*** and have the following information in regards thereto.First, attached hereto please find the signed sales contract (Invoice/Quote #M918005) wherein all the policies/provisions, terms/conditions are contained between the customer's office and
oursThis customer has a year Kyocera parts warranty only that he agreed to? AcceptedApprovedAcknowledged and authorized by way of his signature thereto and was faxed to our office prior to our office even having the manufacturer shipping to him the machine he ordered? Our office was first contacted on November 18, indicating he couldn't send nor receive faxes? We asked him to try to send us a fax, which was successfully received by our office and in turn our office asked the customer for his fax #? At that time our office sent this customer a test fax that he received which indicates to our office that the fax is working and suggested he have a technician go out and have a look at it and gave him the # for Dex Imaging and that was the last we heard from the customer until Monday, November 21, wherein he contacted our office again wherein he was referred to Dallas *** of our office? During this telephone conversation (as I share an office with both Dallas *** and *** *** of our office) talked to the customer wherein the customer claims/asserts/alleges that the technician indicated he needed a fax board replacement? We asked him to provide our office with the report from that service technician so we can assist this customer with exercising his warranty through the manufacturer? It's not OUR warranty, it goes directly through the manufacturer which was met with much resistance, ridicule and cussing? He also told Dallas that he hopes we lose customers because of his review of our company on Yelp? That's a food critic website anyway? Nice guy huh? How professional? He's an angry person as you can see from his emails so how very sad for him.Shortly thereafter, Mr*** ***, the owner of our company received this nasty email from the customer that I am attaching for your information, review and information? I, personally, immediately responded to the customer indicating what our office will need to further assist him with exercising his year parts warranty through the manufacturer? The email exchange between our respective offices is attached hereto for your information, review and perusal? Our office never said we wouldn't help him exercise his warranty with the manufacturer? We asked for the contact information for the service provider AND his report so we could further assist him but he still refused until I explained to him how his warranty goes through the manufacturer and then finally we received the report? I emailed the customer the information on what will need to be received by our office in order to assist him in exercising his year parts warranty through the manufacturer and to date? ? We've not received the reports in order to order his warranty replacement? We're trying to help him but he refuses and just wants to go on a social media tirade to discredit our company which is very unethical since our office is trying to assist him even when it's not our job to do so? Our company has been in business for years and have an A+ rating with the Revdex.com ("Revdex.com") because we strive here at Direct Source Copiers to help people with whatever their needs are in relationship to their purchases from our office but sometimes it requires a little self help from the customers to attain the goal at fixing/aiding/assisting them in resolving issues that arise but this customer refused? He filed the complaint before even giving our office a chance to help him? Shameful actually and believe he should feel ashamed at his behavior as well? Now, I emailed to the customer the procedures on how to print the reports our office will need in order to get his part replaced under his warranty and for the Revdex.com's information? ? We still haven't received them? We cannot open a case for replacement on the customer's behalf without them? As soon as he gets those to our office, we can get his warranty replacement going forward? Our office is not the one holding up the process? It's the customer so how does that boil down to being our offices' fault when customers do not practice a little self help? ? It doesn't? Our office is honoring the terms/conditions, terms/conditions of this sale, in fact GOING OVER AND ABOVE WHAT'S EVEN REQUIRED OF OUR OFFICE TO DO TO ASSIST HIM? If he refuses then there's nothing further for our office to do at this point? Balls in the customers court? PLUS, once the fax board is replaced (which the service technician indicates he'll be doing himself? Does an auto mechanic drill his own tooth when it's needs a filling is all I have to say about that, but our office will not be apprising the manufacturer that this customer will be replacing the part himself, because that's an instantaneous voiding of his warranty through them and he should be tanking our office for that, not filing a Revdex.com Complaint against us) we'll need the other fax board back or our office will have no choice but to charge him for it? That's the way his warranty works? Don't kill the messenger if you don't like the message? Our office is trying to help him, but after he filed this complaint I personally don't want to but will because that's what a professional office does and we are a professional office.Therefore as you can see it's our office that is honoring the terms/conditions, policies/provisions of this sale and that's all that needs to be said? Get us the reports? Don't get us the reports? This really boils down to our office trying to assist him in exercising his year parts warranty through the manufacturer and the customers refusal to do so? If he refuses, then there's nothing further our office can assist him with? As the Revdex.com can see it's our office striving for resolution of this matter and hope and have faith this matter will close the case in our office's favor.Thank you.*** ***, Co-OwnerDirect Source Copiers, Inc.*** *** Parkway, #***, CA ***###-###-#######-###-####

This complaint is a surprise to us considering we have already discussed this with you on numerous occasions which you were fine with and certainly doesn't warrant you filing a formal complaint over especially since it's just toner ESPECIALLY since you've been a customer of ours since 2007 and have...

ordered several machines from us and have enjoyed GREAT customer service since then.  As discussed with you, with the recent weather across the country UPS has lost, returned and not delivered some of our orders yet that UPS has from our office.  The delay was because the toners were returned to the distribution center by UPS with no notification as to why they came back and were reshipped to someone else and we were out of stock of them, when you called, for a few days but would get them out as soon as our office received our shipment in (that was also delayed by the weather across the Country as well). Not our offices fault and not yours either. No call was placed by you to our office until September 5th so our office had no knowledge that you hadn't already received your toners until you called. You're right.  You did speak to John of our office as well as Dallas of our office and the owner of the company and this was explained to you which you were fine with so, filing a complaint with the Revdex.com is premature because your toners are in transit to you as we speak and you should be receiving on Monday.  Here's your tracking information to verify what we're apprising you of in this response. UPS.com tracking # [redacted] eta is Monday as discussed with you prior to the filing of this complaint.  If  such a small issue like a delay in receipt of toners from our office due to bad weather causes you to write a formal complaint with the Revdex.com then, it would be best that all future orders be placed with another company especially since we need the time we're delegating to respond to this to handle other customers whom are still awaiting deliveries of their copiers by UPS which were delayed too by the bad weather across the Country.

Our office is in receipt of the complaint ID#[redacted] and have the following information in regards thereto.First, attached hereto please find the signed sales contract (Invoice/Quote #M918005) wherein all the policies/provisions, terms/conditions are contained between the customer's office and...

ours. This customer has a 1 year Kyocera parts warranty only that he agreed to.  Accepted. Approved. Acknowledged and authorized by way of his signature thereto and was faxed to our office prior to our office even having the manufacturer shipping to him the machine he ordered.  Our office was first contacted on November 18, 2016 indicating he couldn't send nor receive faxes.  We asked him to try to send us a fax, which was successfully received by our office and in turn our office asked the customer for his fax #.  At that time our office sent this customer a test fax that he received which indicates to our office that the fax is working and suggested he have a technician go out and have a look at it and gave him the # for Dex Imaging and that was the last we heard from the customer until Monday, November 21, 2016 wherein he contacted our office again wherein he was referred to Dallas [redacted] of our office.  During this telephone conversation (as I share an office with both Dallas [redacted] and [redacted] of our office) talked to the customer wherein the customer claims/asserts/alleges that the technician indicated he needed a fax board replacement.  We asked him to provide our office with the report from that service technician so we can assist this customer with exercising his warranty through the manufacturer.  It's not OUR warranty, it goes directly through the manufacturer which was met with much resistance, ridicule and cussing.  He also told Dallas that he hopes we lose 10 customers because of his review of our company on Yelp.  That's a food critic website anyway.  Nice guy huh? How professional.  He's an angry person as you can see from his emails so how very sad for him.Shortly thereafter, Mr. [redacted], the owner of our company received this nasty email from the customer that I am attaching for your information, review and information.  I, personally, immediately responded to the customer indicating what our office will need to further assist him with exercising his 1 year parts warranty through the manufacturer.  The email exchange between our respective offices is attached hereto for your information, review and perusal.  Our office never said we wouldn't help him exercise his warranty with the manufacturer.  We asked for the contact information for the service provider AND his report so we could further assist him but he still refused until I explained to him how his warranty goes through the manufacturer and then finally we received the report.  I emailed the customer the information on what will need to be received by our office in order to assist him in exercising his 1 year parts warranty through the manufacturer and to date?  We've not received the reports in order to order his warranty replacement.  We're trying to help him but he refuses and just wants to go on a social media tirade to discredit our company which is very unethical since our office is trying to assist him even when it's not our job to do so.  Our company has been in business for 30 years and have an A+ rating with the Revdex.com ("Revdex.com") because we strive here at Direct Source Copiers to help people with whatever their needs are in relationship to their purchases from our office but sometimes it requires a little self help from the customers to attain the goal at fixing/aiding/assisting them in resolving issues that arise but this customer refused.  He filed the complaint before even giving our office a chance to help him.  Shameful actually and believe he should feel ashamed at his behavior as well.  Now, I emailed to the customer the procedures on how to print the reports our office will need in order to get his part replaced under his warranty and for the Revdex.com's information?  We still haven't received them.  We cannot open a case for replacement on the customer's behalf without them.  As soon as he gets those to our office, we can get his warranty replacement going forward.  Our office is not the one holding up the process.  It's the customer so how does that boil down to being our offices' fault when customers do not practice a little self help?  It doesn't.  Our office is honoring the terms/conditions, terms/conditions of this sale, in fact GOING OVER AND ABOVE WHAT'S EVEN REQUIRED OF OUR OFFICE TO DO TO ASSIST HIM.  If he refuses then there's nothing further for our office to do at this point.  Balls in the customers court.  PLUS, once the fax board is replaced (which the service technician indicates he'll be doing himself.  Does an auto mechanic drill his own tooth when it's needs a filling is all I have to say about that, but our office will not be apprising the manufacturer that this customer will be replacing the part himself, because that's an instantaneous voiding of his warranty through them and he should be tanking our office for that, not filing a Revdex.com Complaint against us) we'll need the other fax board back or our office will have no choice but to charge him for it.  That's the way his warranty works.  Don't kill the messenger if you don't like the message.  Our office is trying to help him, but after he filed this complaint I personally don't want to but will because that's what a professional office does and we are a professional office.Therefore as you can see it's our office that is honoring the terms/conditions, policies/provisions of this sale and that's all that needs to be said.  Get us the reports.  Don't get us the reports.  This really boils down to our office trying to assist him in exercising his 1 year parts warranty through the manufacturer and the customers refusal to do so.  If he refuses, then there's nothing further our office can assist him with.  As the Revdex.com can see it's our office striving for resolution of this matter and hope and have faith this matter will close the case in our office's favor.Thank you.[redacted], Co-OwnerDirect Source Copiers, Inc.[redacted] Parkway, #[redacted], CA [redacted]###-###-#######-###-####

Initial Business Response /* (1000, 8, 2015/08/11) */
Our office is in receipt of the Revdex.com Complaint and have the following information.
Our office thinks it's a little over the top that this customer is saying beware of our company when our office saved her a thousand dollars when purchasing this...

unit from our office on August 26, 2014 originally and hadn't had any issues with the copier until May, not April, 2015 and even though our office is under NO obligation whatsover to do so but did, as a courtesy to the customer, send a request for service to Precision Engineering (a service technician In the customer's area for 20 years) to go out to the customers location to diagnose and/or fix the issues the customer raised when she contacted our office on May 18, 2015.
Attached hereto please find that email that was sent to Precision Engineering as a courtesy for the customer and It is dated, May 18, 2015 so thats 8 months after her taking delivery of the unit she purchased from our office in which the copier was functioning properly. At the time of sale, this customer did not purchase any extended warranty nor service contract from our office or anyone to our knowledge and it's not required but she didn't. The customers copier came with a a 1 year Kyocera parts warranty on the copier and a 90 day replacement guarantee. Please see the customers' Paid in Full invoice, invoice #XXXXXX wherein she approved. Fully and clearly agree to. Accepted. Acknowledged and authorized all the terms/conditions of this sale all pre-sale and pre-shipping the copier this customer ordered on August 26, 2014. Please see the following policy/provision as contained on her Invoice as follows:
"1 year Kyocera parts warranty. In Lleu of no refund policy, there is a 90 day manufacturer's replacement guarantee. Customer may purchase local service contract to maintain copier and pay labor charges not covered under parts warranty"
Which same policy/provision was fully, completely and dearly approved. Agreed to, Accepted. Acknowledged and authorized by the customer herself by way of signing her Invoice and the emailing it back to our office on August 26, 2014.
As a courtesy our office emailed Precision Engineering the request for service (attached hereto which under normal circumstances just give the customers the telephone # for the service provider in their area, but we did so as a courtesy to her) wherein Jeff (the technician) contacted our office indicating that he believed, after talking to a Kyocera representative, that the customer needed a main board which is covered under the customers' 1 year parts warranty.and as such our office ordered the board for the customer (and is NOT an in stock Item and needs to be ordered) on June 3, 2015. The board was delivered to the technician on June 10, 2015. After the technician went to the customers office again, the technician contacted our office indicating he spoke with his Kyocera representative because the main board did not fix the issue and it was determined between the two of them (the technician and his Kyocera representative-NOT OUR OFFICE because we're not technicians) that the customer needed and engine board. We're a sales company not a service company but our office can and does order parts for customers equipment when needed and when covered under their manufacturers warranty as a courtesy to them not.
On June 10, 2015 our office ordered the engine board for the customer which is another NON in stock (tern, which the technician took delivery of (that date I'm unsure of because the part went directly to the technician this time instead of going through our office because we asked that it be shipped directly to the technician, to cut down on time, instead of our office). After the technician went back out there, the machine was working but now had copy quality issues which was more likely happening prior to the the main board and engine boards were Installed which is a CONSUMABLE ITEM, like toners and drums and that comes from USAGE not a problem with the copier itself. The technician indicated that the customer needed a transfer belt unit because it's a color copier.
When Ms. [redacted] contacted our office regarding the transfer belt unit replacement she was told that it is a consumable item and as such is billable to her and spoke with [redacted] of our office. [redacted] gave the customer the pricing and emailed to her an invoice for the transfer belt unit on July 16, 2015 wherein the bill to and ship to address was 1211 County Road 1A, Cotopaxi, CO XXXXX which she approved and emalled back to [redacted] on July 16, 2015. Please see that invoice attached hereto. This is also a NON in stock Item that we ordered for her on July 16, 2015 and emalled her her tracking for it on July 23, 2015. Please see that email to her attached hereto and never once did she contact our office prior to it being shipped to her indicating that the item was shipping to the wrong address because if she had, we would have redirected the delivery to anywhere she wanted it to go. We're not privy to her inner office dealings and do not read minds, especially after her approving the invoice and emalling it back to [redacted] on July 16, 2015, to know the Colorado address is NOT where she wanted her item shipped. She never told us the day she ordered the transfer belt unit to ship It anywhere other than what we have as an address for her, nor during the order process AND the delivery process did she let our office know that her item was shipping to the wrong address (because we shipped it to the address on her Invoice that she approved and emalled back) because had we known, we would have shipped her item anywhere she wanted it to go. Honestly. It's not a personal diss to her but more a comedy of errors on both our office's parts. Not just ours. She is blaming our office for everything and accepting no responsibility at all for anything. We're not babysitters and rely heavily on our customers to tell us how they want things done. When she called after receiving the tracking information via email yelling, cussing and screaming because she wouldn't be taking delivery of her order until July 27, 2015. Not that we shipped her item to the wrong address, but that she wanted to just yell, scream and cuss at someone. Well, our office is nobody's whipping post because they're having a bad day. We're a professional office and as such deal with our customers on a professional level without yelling, screaming nor CUSSING at them.
A little Important information that Ms. [redacted] may not be aware of, but [redacted] and I own this business and have been in good standing with the Revdex.com since 2000 (when we became members of the Revdex.com but have been in business 25 years) and [redacted] is our Son. We're a family owned business and I personally share an office with [redacted] AND [redacted] and am privy to all their conversations and when she was demanding to talk to [redacted], he was on the phone with a customer, and is riot the person whom she needs to speak to anyway. [redacted] orders all the parts. Handles all our service contracted customers, service calls and was courteous to her and I watched him struggle when trying to deal with her and could tell she was getting out of control especially when he said "[redacted], you don't have to cuss at me". But we hired our son to handle this aspect of the business so that his Father and I can run the other aspects of the business to keep the lights on in the office. He told her that if she wants to talk to [redacted], that he would have to call her back and that was on July 23, 2015 THE SAME DAY SHE FILED THIS Revdex.com COMPLAINT because she was mad. Never mentioning she told my son to shut the "F" up and all she was doing was yelling, screaming and cussing at him. How very professional.
On July 27, 2015 Ms. [redacted] contacted our office again and again was referred to [redacted] (because that's his job) she started yelling, screaming and cussing at him again because Federal Express delivered her item to the address on her invoice and indicated it needed to go somewhere else and what are we going to do about it? Once It's delivered there isn't anything our office can do about it. Our office shipped her item to the address on her approved invoice and business is deemed fulfilled and completed.
Now, this customer still has in full force and effect her 1 year manufacturers' part warranty until the 26th of this month and If her technician Indicates she needs any more parts for her copier our office will gladly order them for her but she has a service technician and if she is unsatisfied with him, she can contact any service company in her area because she doesn't have to use him. The customer has had the machine for a year. Her 90 day manufacturers replacement guarantee ended November, 20/4 so there aren't any replacements of this unit available to her but still has her parts warranty in full, force and effect for another couple of weeks. If she wants a referral to a different technician in her area here are a few I found off of Kyocera's website because labor Is specifically excluded from this sale and has been since she purchased the copier on August 26,2014 as follows:
[redacted]
[redacted]
and
Wood Business Systems, Inc
7900 Glades Road Ste 100
Boca Raton, FL XXXXX
561.948.6363
But other than that, our office was contracted to sell her a Kyocera F5C8520 Copier. Our office delivered a Kyocera FSC8520 copier to her. Our office referred her to a service technician in her area that we have known for 20 years (and is a good technician and FYI, she called complaining that she cannot understand him and It was suggested at that time to give her a referral to another service technician in her area which she refused). Our office have ordered for her, free of any charges the main board and the engine board under her 1 year manufacturers' parts warranty, and any parts her service technician indicated that she needed. Our office ordered and shipped to her the transfer belt unit (a consumable) that she ordered as specified in her Paid In Full invoice for it and as far as our office's are concerned have gone above and beyond what we are even required to do to assist her and if she is dissatisfied with her service technician our office has put 3 certified Kyocera service centers in her area in this response and business is deemed fulfilled and deemed complete with nothing left for our office to do at this time other than what has already been done.
In closing our office is honoring the terms/conditions, policies/provisions of this sale and we should have a reasonable expectation the customers be bound by the same standards and if she contacts our office again, we expect her to act professionally otherwise do not call. We are not in the babysitting business and she will need to practice a little bit of self help too as this does not fall solely on our office's shoulders. Take some initiative if you are dissatisfied with your service technician, Make sure when you sign off on orders, they are exactly what you need and exactly where they need to be shipped.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost I would like to let you know that I never once used profanity to anyone with this company. The only think that I said to them was that they were lying and they had no intention of helping me with the problems we've had with this $3,800.00 copier. The first issue was the tray that fed the 11 x 17 documents to the printer was not working at all. I was not the person who called in this problem. Another employee of our company called them as I was out of the office. I didn't even know a technician had come until I found a receipt from his company for the service he provided that day. The copier was not repaired and we didn't hear from them about it at all. I waited a couple of weeks and then phoned Direct Source Copiers and found out that no one had done anything. I didn't ask them to send a technician, but I did appreciate them sending him. Although he didn't order the necessary parts to repair it or even let anyone in our office know what the problem was. When I did call [redacted] told me to call the technician. So I did. He said the copier needed a part and I would need to order it and it may be covered under warranty. I called [redacted] again and he told me he would order the part and we should receive it in a few days. We got the part and I called the technician to come and put it in, this didn't fix the problem so he ordered another part, and we waited some more. When it came, he put it in and it still didn't fix the problem. But when he left we had more problems than we had prior to him working on the copier. It wouldn't scan, and it only printed in pale black, no color what so ever. One of the guys in the office was able to get it to scan after working with it for some time. It never did print color and still doesn't and it only prints in pale black. During this whole process I have had everything (including the copier sent to our location in Florida). I realize it was my fault that I didn't look at the ship to address as saying the same as the billing address. I live in Colorado and was working in Florida, I ordered the copier in Florida and had all parts sent to the address in Florida. So the last part that cost me $300.00 and was called a consumable item was shipped to my home in Colorado where no one is there to receive it. Unfortunately UPS delivered to a locked gate at the entrance to my property. We had to call a neighbor and ask them to retrieve it. Now the part we need is in Colorado and we are in Florida. I called Direct Source when I saw the tracking showed it was out for delivery to my address in Colorado. They told me I was on my own with it. I called UPS and found out it had been delivered and they couldn't go back and pick it up. So needless to say, we still after more than 3 months don't have a copier that works. It was purchased just under a year ago and I was told that Kyocera is a top of the line company. These people lied to me and now they are lying to you. And as for the person who wrote this response, I have never ever spoke with them on the phone or had any dealings with this person at all. I am mortified that they said I told [redacted] to shut the F up. That is the biggest lie through all of this. They call themselves professionals, well I hope you can tell by the way their response is written that they are anything but professionals and handled my situation in the same manner. Until our copier is working properly I will not be satisfied and want to continue with this complaint. I feel that a replacement copier is the only resolution to our problem. Oh, and I will absolutely not be contacting this company. They would probably tell you a bunch more lies about my behavior and who knows they may make something up anyway. That seems to be the way they handle things.
Thank You,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/09) */
Our office is in receipt of the Revdex.com Complaint dated this date and have the following rebuttal in regards thereto.
First, attached hereto please find the customers Paid in Full invoice dated July 27, 2015 which contains all the...

policies/provisions, terms/provisions of this sale and is marked as Exhibit "A" in It's entirety for your Information, pursuer and proof (hereinafter referred to as "sales contract" or Invoice") that was fully agreed to. Approved. Accepted. Acknowledged and fully authorized by the customer by way of the customer's email to our office received on July 30, 2015 all pre-sale and pre-shipping (which same email is attached hereto and Is marked as Exhibit "B-1 through and including B-2" in it's entirety), Please pay particular attention to the following policies/provisions, terms/conditions of this sale as follows:
1 Year Ricoh Warranty, in lleu of NO REFUND POLICY, there is a 90 day replacement guarantee. Customer may purchase local service contract to maintain copier and pay for labor during warranty period no paid by DSC or Ricoh.
Also:
Customer may call 888.794.2679 Upon receipt of copier for set up and coordination of install. Not included in price, Approx: $150/hr. for Networking and Install. (Networking to CPU Extra).
And the reason that is crossed out is because the customer declined this service.
In Addition, please see in the totals category if further evidences "Basic install OPTIONAL and Networking OPTIONAL".
Please see exhibits b-1 through and including b-2 (the email from the customer and david [redacted] of our office) attached here to wherein if further evidences:
1. The customers email to our office dated July 30, 2015 the customer agreeing to. Approving, Accepting. Acknowledging and fully authorizing all the policies/provisions, terms/provisions of this sale as follows: "All set order approved. Thank you. [redacted]"
2. a) Please ensure that this quote reflects the items discussed and is to your expectation. Let us know if it is not and we can revise the invoice to reflect your needs.
B) Also... Please remember to call us when you receive the unit so we can confirm the order is received and complete and I can coordinate install for you for the $150 and [redacted] will take a free look at the [redacted] and email you an estimate for rebuild. Which he further declined.
Lastly, attached hereto please find the email from [redacted] of our office to the customer which contained the tracking information for his copier, dated August 14, 2015 and Is marked as Exhibit "C" hereto in it's entirety for your information, pursual and proof the validity of what we're going to address a little later on in this response. Please pay pay particular attention to the following:
If this is a machine please make sure to cal into our office upon receipt of the copier BEFORE unpacking the boxes so we can verify everything is received.
Now let's get down to the real, true and actual facts in regards to this dispute and what our office is prepared to do to further resolve it. This man doesn't want to honor the terms/conditions, policies/provisions of this sale and Is vindictively going on a social media tirade to financially harm cur office because just like the Revdex.com expects our office to honor the terms/conditions, policies/provisions of the sales contracts we are expecting the customerto be held to the same standard which this customer had in his possession, custody and control for 5 full days prior to giving our office his credit card information for the purchase of this copier and a full 3 days before emalling our office his sales contract approval to have made any modifications, Added any upgrades, etc. but chose not to change anything.
If you will please notice that set up and Install is specifically excluded from this sale so our office wasn't supposed to set up nor install this customers copier for him so the fact that he Indicates we never did, is true, because he declined it, Whose fault is that? Certainly not our offices' fault, We were contracted to sell him a Ricoh MP201SPF Copier for $1990.00 which is exactly what we did. The fact that he indicates we breached this contract by not delivering the copier Is a LIE because he took delivery of his entire order on August 14, 2015.
Attached hereto please find the Averitt Express proof of delivery which is marked as Exhibit "D" hereto in it's entirety that validates and proves same. 3ust because lie threw a temper tantrum because we dIdint babysit him and hold his hand during the delivery process is irrelevant and he hastily purchased a copier from some other company doesn't nullify nor void the contract between our respective offices 'nor does It nullify nor void the no refund policy. The only reason this man is going on a tirade is because we're binding him to his sales contract with our office (which is expected of us) and this is his way of getting what he wants or so he thinks (our office to pick up the copier after we shipped him EXACTLY what he ordered from us. A full refund devoid the 25% restocking fee that the manufacturer charges our office for Its return). Why should our office bare the burden of these costs when we did exactly what we were contracted to do from the onslaught? Not That's not going to happen no matter how much of a tirade he continues to go on, '
Our office sells 200 machine a month and our bad review ratio is .XXXXX% because you can't make some people happy no Matter what you do and after receiving all his nasty, threatening emails thus far we finally referred him to our offices' lawyer for further correspondence. Another reason he's on this little temper tantrum, Good grief how unethical and unprofessional can one man be? Honestly!
If this customer wants to return the machine, our office will go over and above our own office policies to accommodate him just to resolve this dispute even though our office is under no obligation to do so and will accept it back for return under these conditions (1) this customer will have to ship the copier back to us and it will need to be inspected that it is returned to our office in the manner in which it was shipped to the customer in originally 1.e, new; unopened; unused and undamaged and if It passes [redacted] our office will (2) refund the customer minus the 25% restocking fee that will be assessed to our office because of its return by the manufacturer, Why should our .office bare these costs when we did exactly what the customer contracted our office to do from the beginning?
If the customer declines this offer in order to resolve this dispute then there's nothing further our office can do to further assist him as our office is honoring the terms/conditions, policies/provisions of this sale and we should have a reasonable expectation that this customer be bound by the same standards.
Thank you.

Initial Business Response /* (1000, 10, 2016/01/12) */
Our office is in receipt of the above referenced Revdex.com complaint and have the following information in rebuttal thereto:
First, attached hereto please find the customers Paid in Full invoice, invoice #[redacted] (hereinafter referred to as...

"Invoice", "invoice #XXXXXX" or "paid in full Invoice") dated December 24, 2014 and Is marked as Exhibit "A" in it's entirety wherein all the terms/conditions, policy/provisions are fully, clearly and completely contained therein. Please pay particular attention to the following policies/provisions, terms/provisions as follows:
"1 year Kyocera parts warranty, in lieu of NO REFUND policy there is a (90) day manufacturers replacement guarantee. Customer may purchase local service contract to maintain copier and pay labor charges not covered under parts warranty."
Which same policies/provisions, terms/conditions were dully, clearly and completely agreed to. Approved. Accepted and acknowledged by way of the 4istomerrs office by signing the invoice and emalling it back to our office on December 24, 2014 all pre-sale and pre-shipping.
Also attached hereto please find the customers Service Contract, dated December 25, 2014 (hereinafter referred to as "service contract") wherein the terms/conditions, policies/provisions are fully, dearly and completely contained and Is marked as Exhibit "B" in its entirety. Please pay particular attention to the following policies/provisions, terms/conditions as follows:
"This agreement includes service calls, during normal business hours, as reasonably requested, required by causes OTHER THAN carelessness or improper handling and use of the equipment, EXCLUDING damaged caused by fire, lightning, power surges, riots, or acts of God, abuse, operator error and/or negligence.. .." Balance deliberately omitted by me but Is there for your review and perusal.
"The term of this agreement Is for a period of one year (unless otherwise specified) and is automatically renewed (at the sole discretion of DSC, Inc.) at prevailing rates. DSC will NOT replace any machine under this contract and if THE AMOUNT OF REPAIRS IS MORE THAN THIS CONTRACTED AMOUNT, DSC WILL TERMINATE THIS CONTRACT WITHOUT THE REPAIRS BEING PERFORMED AND WITHOUT NOTICE,"
Service technicians will NOT be sent for installation of consumable items." Upper part of paragraph 3 deliberately omitted by me, but is there for your information, review and perusal.
"Networking is excluded from this contract as well as slit glass cleanings, external parts, clearing paper jams, PM Maintenance or cleanings for operator error."
Which same contract was fully, clearly and completely approved. Agreed to. Accepted and acknowledged by way of the customer's office signing I and emaillng it back to our office on December 24, 2014 which this service contract will bec9me an intriguel part of our offices' response to this Revdex.com complaint but will be addressed later on in this response.
The copier was delivered and signed for by the customers' office on January 8, 2015 and our office dispatched the service technician to go to the customer's office and install the copier and from that date until June 25, 2015 (a full 6 months after taking delivery of the copier) our office didn't hear a word nor peep from the customers' office until [redacted] contacted our office stating he was having "copy quality issues" with the copier and, was transferred to [redacted]. [redacted], after trouble shooting a few Issues with [redacted], was informed by [redacted] that this copy quality issue started AFTER he purchased a toner from someone else and replaced the toner. [redacted] advised [redacted] to contact the company that he ordered the toner from and get it replaced. So obviously it's not been working since day one cannot be the truth If they ordered more toner despite what his copy count says. Why would you put gas in your car if you didn't need gas? Exactly.
On June 26, 2015 [redacted] of our office received an email from [redacted] that I am attaching hereto for your information, review and perusal which evidences, validates that it's our office that Is telling the Revdex.com and the general public the truth and is marked as Exhibit "C" in it's entirety wherein [redacted] Indicates as follows:
"Hey [redacted], [redacted] with Brave New Telemedla again. I followed your advice and contacted the place where we got the toner to get a replacement. In the meantime, we ordered Kyocera brand cyan toner from a different company and it is still giving me the same error. I can't imagine that two toners from different companies would both be defective.
Can you send a serviceman here to look into the machine after all? Thank you, [redacted] T Office Assistant Rentboy.com Manworks.com"
At that time our office sent over a request for service to Ron (c) Compucal to go over under the customers' service contract to find out what's going on. On June 29, 2015 our office received a call from Compucal from the customers' office and it was determined by them that the toner that the customer ordered from another company was a compatible toner, not an OEM (origial equipment manufacturer brand toner which is recommended by the manufacturer d ring the first year because if there is any issue caused by a substandard toner, the manufacturer voids the 1 year parts warranty anyway) toner which "gunked up" his developer unit AND his drum unit and needed to be replaced, all sensors needed cleaned which means getting into the body of the copier. The compatible toner needs to be completely removed from all rollers, gears, actuator switches, sensors and CAN take out a toner supply board too, That's the risk you take with compatible toners and is a process of elimination because up until this point? Our office hadn't had any contact with the customers office at a1111 so it was working since day 1 otherwise we would have heard something from them. Sorry, that's it. Toners, developer units and drum units are "consumable" items and 1) aren't covered under his service contract nor the cost to replace them and clean out tile machine and 2) Isn't covered under his year parts warranty either because this is considered a) operator error and b) is a consumable issue, not a parts issue and if this compatible toner damaged the toner supply board which IS a part, It is specifically excluded even from the manufacturer because of this compatible toner, Not our rules but the manufacturers rules. [redacted] contacted our office on July 9, 2015 and spike with [redacted] and it was explained to him why these items are not covered under his service contract nor under the 1 year manufacturers parts warranty and was quoted $200.00 for the drum and $195.00 for the developer unit and he would need a new OEM toner for $89.00. So, our office heard nothing again from the customers office until August 19, 2015 wherein the customer purchased an OEM Developer Unit and purchased a drum from Compucal and had already purchased an OEM toner back on June 26, 2015 which he put in that didn't fix the issue, (You can contact Rbri Compucal to verify the truth in what our office is stating; his # is (XXX) XXX-XXXX) what do you think Is going to happen? If someone puts sugar in your gas tank, ju filling It with new gas won't fix the underlying Issue. All fuel lines, carburator, etc. havd to be flushed and replaced BEFORE you add the gas and can go. You can't put a band-aid on a cut requiring stitches, So at that time and after much cursing by the customer stating he didn't want Compucal back out there we contacted Randy at Copynet to go to the customers office to diagnose and of fix the customers' issue and keep our office in the loop. Randy made an appointment to go to the customers office on August 25, 2015. On August 25, 2015 our office received a call from the service technician Indicating that the building was surrounded by police people were being arrested and boxes being brought out by police but made the 5 floors of stairs up to the customers office which the hallway was filled with police officers. As he approached the customers office he was stopped by the police and went through 15 minutes of intense interrogation questioning him to as why he was there. Randy told the police officer he was just there to take a look at Brave New Telemedia's copier and was advised by the police that owner, [redacted], was arrested for running a male prostitution ring and that he couldn't go In their office and was ushered out the door. Attached hereto please find an email [redacted] of our office received from Randy evidencing all of the above that I am advising you as proof and validity that our office is telling the truth and is marked as Exhibit "D" in it's entirety where in he indicates he WILL NOT GO BACK OUT THERE. But his # is on that email if anyone wants to call and verify the Information provided herein now that the customer has posted a public complaint and after the story was in the newspaper for the whole world to see.
This event made national news. Attached hereto pease find a newspaper article dated August 25, 2015 (written August 25, 2015 by [redacted] of the New York Daily News) which further evidences and proves what our office Is apprising the public and the Revdex.com regarding everything our office is stating and It Is larked as Exhibit "E-1 through and Including E-3" In it's entirety and he bonded out on $350,000 bail according to the article. That was the last time our office heard anything from this customer until we received this Revdex.com complaint on December 29, 2015. That's 4 solid months and if this was so pressing on him and such a problem for him, then why haven't we heard from him In the 4 solid months he's been out of jail on Makes his complaint look like smoke screens and mirrors to divert attentions away from the fact the customer messed up his own copier and is trying to blame our office when he bought a substandard compatible toner and killed his own copier. Not our office's fault. We've been trying to do everything to assist them, going above and beyond what Is even required for our office to do, but they do not like the answer. Thais not our offices' fault. We didn't hear a peep from them for 6 months prior to them putting In this compatible toner so the customer's not telling the truth in regards to this Issue to the public. If you will look at the customers' service contract, it doesn't cover operator error, negligence, improper handling or carelessness. In addition the service contract also states that our office will not replace any copier the service contract nor will our office cover the cost of repairs if those repairs exceed the price paid for the service agreement and even in the customers own words I s going to cost (retail) $1200.00 to fix what he did to it. After we were told by [redacted] that he was using compatible toners our office terminated his contract (but up till this point the copier was working perfectly) which Is our offices' right to do under the signed service contract and the customer approved the terms/conditions, policies/provisions in that same service contract. Business is deemed complete as far as our office Is concerned and nothing further for our office to do. Now, our office has been telling the truth, backed it up with Independent from this office documentation and further proves this customer Isn't telling the truth and it's shameful that his only way to hurt our office is to go after our Revdex.com reputation. How deceitful and underhanded especially since we tried to help him. Unprofessional as well. Our office has been In business for 30+ years and have a better Revdex.com rating than Disney and conduct professional, ethical business, but this customer is trying to scam our office and is using the BM to do it. His 1 year parts warranty had already expired by the time he flied the Revdex.com Complaint. Our office terminated his service contract which we are allowed to do as agreed to. Approved. Accepted and acknowledged by them signing the service contract in June, 2015. There is nothing further our office can do to further assist them. They need to accept personal responisibility for their own actions and don their big boy pants and fix the damage they did to their own copier. Not our office. You can't make this stuff up! Now, I would like to address Mr. [redacted] updates it) his Revdex.com complaint. Yes, I did have [redacted] call Mr. [redacted] and try to reason with him to dose the dispute because we didn't information to have to send the Revdex.com all this public information about this customers arrest for prostitution, etc. so he wouldn't be more embarrassed so yes, We tried to talk him into closing it to keep this from happening, but again, as is evidenced by all the information contained herein and attached hereto reasoning with him had no affect and only has forced our office to reply to this complaint and attach all the attachments to prove our office is telling the truth. The only thing our office is going to do to further assist this customer is give him the name telephone #s of the local certified Kyocera service centers in the customers area to come and fix the damage the customer themselves caused to their copier and they are contained on the last page of this response. In closing, this customer also wrote Kyocera Tech support whom forwarded ft to our office and after we supplied them with all the same information herein to them, they referred this customer back to our office. There isn't anything they can do to assist him either especially since they were apprised of the Information that the customer used a substandard compatible toner In his copier and it caused the damage to the copier according to the service provider, I just received an email from Kyocera they are going to assist him (but p.5.? indicate they DID find a "bogus toner" In the machine) so? far as our office Is concerned, Contract full filled. Business is deemed complete. Should you have any further questions and/or comments or should you require anything further from our office at this time, please do not hesitate to contact our office directly at XXX-XXX-XXXX.
Thank you.

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Address: 33175 Temecula Pkwy Ste A, Temecula, California, United States, 92592-7300

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