Documation of San Antonio

While Ms [redacted] was experiencing service issues in the summer of 2015, our technicians tried several options to repair her older, used machine When it could not be fixed, we were happy to send out a newer model that we thought would fit better in her small office space Initially, Ms [redacted] was very happy with the new machine and the salesperson and his manager went to her office to present her with a new contract so she could keep the newer machine instead of just being a short term loaner Ms [redacted] reviewed the contract, initialed a correction to the company name, and signed the agreement in areasThe agreement clearly states it is a month agreement at a payment of $per month, which was a $increase over her previous agreement for a used machine The agreement was signed on August 5th, Ms [redacted] contacted our company on February 25th, complaining that the machine has been constantly jamming We reviewed the service history, and no service calls were ever placed during that seven months to alert us that an issue was occurring When we offered to send a technician out immediately to check out the machine, Ms [redacted] initially refused and just wanted to terminate her contract She was upset about the new agreement, saying she didn’t realize what she had signed After interviewing both the salesperson and the sales manager, they both corroborated that Ms [redacted] was very happy with the newer model when she signed the agreement and that she was aware this was a new agreement When this information was relayed back to Ms [redacted] , she did not agree, but finally said we could send out a technician to work on the machineThe technician fully checked out and cleaned the machine and found no issues Followed up a week later and all was still running fine We followed up to let Ms [redacted] know that we did not have many options since the agreement is non-cancellable The term could be shortened, but of course the payment would increase Possible Resolution:Documation will lower the monthly payment to the same amount as Ms [redacted] ’s previous machine

Complaint: ***
I am rejecting this response because:The original machine that Documation leased to me was a used machine, and eventually it stopped working completelyDocumation did send repair people on several occasions to repair it but it was not repairableThey offered to replace the machine entirely, which I thought was a good optionIt was not explained to me nor did I understand that by accepting the new machine, that my contract with Documation was going to be extended years.I had no choice to request a new machine as the original machine DID NOT FUNCTION AT ALLI am unsure how mybusiness can justify leasing a copier that does not function, turn on, make copies, fax or printPaper chronically jammed in the deep interior of the printerIn fact, Documation did replace the entire inner works of the copier, but that did not resolve the issues the copier was having.All I want is to return to the original terms of my original contractDocumation downgraded the machine that they are leasing meIt is smaller and slowerThe new copier has developed malfunctions as well, chronically jamming, and now it no longer scans documents more than 2-pages longIt is challenging to run a business smoothly, especially during tax season when large documents need to be sent to my CPA.I intend to pursue this problem until we can reach an agreementDocumation has earned a reputation for bad customer service, and I now hear from many of my colleagues about their negative experiences with this companyI regret entering into any agreement with them, as this is taking away time from running my business.I feel it is unfair that Documation took the opportunity to extend my lease, when they are obligated to provide me with a functioning copier.
Regards,
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While Ms. [redacted] was experiencing service issues in the summer of 2015, our technicians tried several options to repair her older, used machine.  When it could not be fixed, we were happy to send out a newer model that we thought would fit better in her small office space.  Initially, Ms....

[redacted] was very happy with the new machine and the salesperson and his manager went to her office to present her with a new contract so she could keep the newer machine instead of just being a short term loaner.  Ms. [redacted] reviewed the contract, initialed a correction to the company name, and signed the agreement in 2 areas. The agreement clearly states it is a 63 month agreement at a payment of $190.00 per month, which was a $14.00 increase over her previous agreement for a used machine.  The agreement was signed on August 5th, 2015.  Ms. [redacted] contacted our company on February 25th, 2016 complaining that the machine has been constantly jamming.  We reviewed the service history, and no service calls were ever placed during that seven months to alert us that an issue was occurring.  When we offered to send a technician out immediately to check out the machine, Ms. [redacted] initially refused and just wanted to terminate her contract.  She was upset about the new agreement, saying she didn’t realize what she had signed.  After interviewing both the salesperson and the sales manager, they both corroborated that Ms. [redacted] was very happy with the newer model when she signed the agreement and that she was aware this was a new agreement.  When this information was relayed back to Ms. [redacted], she did not agree, but finally said we could send out a technician to work on the machine. The technician fully checked out and cleaned the machine and found no issues.  Followed up a week later and all was still running fine.  We followed up to let Ms. [redacted] know that we did not have many options since the agreement is non-cancellable.  The term could be shortened, but of course the payment would increase.  Possible Resolution:Documation will lower the monthly payment to the same amount as Ms. [redacted]’s previous machine.